Remote Analyst

Role Overview

This position aims to boost remote issue resolution and minimize on-site interventions by addressing intermediate-level problems via remote tools before field dispatch is initiated.

Key Responsibilities

• Manage advanced escalations from Tier 1, striving for full remote resolution prior to authorizing any field service.
• Utilize remote control, scripting, and endpoint management tools to diagnose and rectify faults.
• Execute remote software installations, patch updates, and configuration corrections.
• Carry out diagnostic checks before dispatch to ensure field teams arrive prepared with identified issues and correct equipment.
• Monitor and report on the rate of dispatch avoidance as a key performance indicator.
• Contribute recurring remotely fixable issues to the knowledge base and automation initiatives.
• Support shift-left strategies by translating resolved incidents into Tier 1 knowledge articles.
• Provide rapid remote diagnostics during major incident triage across multiple locations.

Required Skills & Technical Expertise

• Familiar with remote support platforms, such as SCCM, Intune, and remote control software.
• Intermediate troubleshooting skills with Windows 10/11, Microsoft 365, Entra ID, and network issues.
• Basic to intermediate proficiency in PowerShell scripting for diagnostics and remediation tasks.
• Experience with endpoint management and software deployment procedures.
• Strong analytical skills paired with a systematic diagnostic approach.
• Knowledgeable in IT Service Management (ITSM) platforms.

Qualifications and Certifications

• Diploma or bachelor's degree in Information Technology or a related field.
• Microsoft certification such as MD-102 or an equivalent credential is preferred.
• ITIL Foundation certification is an advantage.

Sector Experience

• Previous involvement in IT support for educational institutions like schools, colleges, or universities is highly desirable.
• Understanding of academic calendar pressures, examination season demands, classroom technology setups, computer labs, and safeguarding standards is beneficial.

Additional Requirements

• Fluency in both English and Arabic is mandatory.
• Flexibility to work rotating shifts, including weekends and during examination periods.
• Applicants must provide a clean police clearance and undergo security vetting.