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About Webb Fontaine Founded in 2002, Webb Fontaine is a global trade technology company headquartered in Dubai, with projects spanning the Middle East, Africa, Asia, South America and beyond. We partner with governments worldwide, providing cutting-edge solutions to boost their revenue by streamlining trade and logistics operations across the entire trade spectrum. At Webb Fontaine, we're crafting a legacy of innovation with a mission to transform the landscape of trade through technology. This wouldn’t be possible without our team of exceptional individuals who are at the core of our success. Position Summary The Senior Service Desk Engineer is responsible for the overall implementation and support of Webb Fontaine's corporate infrastructure and services. This role provides project management oversight for complex installations, oversees all support activities, and leads key coordination efforts for escalated user issues related to hardware, software, and connectivity. The Senior Service Desk Engineer works in direct cooperation with the Director of IT Infrastructure and other Service Desk team members to define and implement corporate IT strategies, policies, and procedures across Webb Fontaine Group. The role also liaises with IT support personnel across all Webb Fontaine branches to ensure and validate the implementation of corporate guidelines. The Senior Service Desk Engineer reports directly to the IT Infrastructure Director, Key responsibilities Respond to requests for technical assistance in person, by phone, and electronically. Troubleshoot and resolve technical issues related to hardware, software, telecom, and networks independently, with little to no supervision. Oversee daily operations related to support and implementation, including project planning, customer support, complaint entry, support requests, follow-up, and escalations. Actively participate in defining, evaluating, and refining Corporate IT policies and procedures as part of the Corporate IT Governance manual. Drive and verify the implementation of Corporate IT policies throughout Webb Fontaine Group. Ensure the integrity and availability of all Corporate IT applications and services. Lead the implementation of the Microsoft 365 ecosystem across the group. Identify and drive the adoption of AI-powered tools within the Microsoft 365 ecosystem and broader Corporate IT environment (e.g., AI-assisted ticket triage/routing, automated knowledge-base generation) to improve service desk efficiency and end-user productivity. Evaluate and implement AI-driven support capabilities, such as chatbot/virtual agent tools, intelligent ticket categorization, and predictive issue detection, to reduce resolution times and improve first-contact resolution rates. As the most senior lead and technician, mentor, and support Service Desk engineers. Review and respond to escalated user issues, driving all necessary efforts toward effective resolution. Ensure organizational compliance with all policies, procedures, work instructions, and records. Ensure proper deployment of security measures such as antivirus, patch management, security policies, and password policies; coordinate with the WF Security team for regular tests and scans. Log all Service Desk interactions via the ticketing system. Conduct follow-up as needed to ensure ticket closure. Document processes and resolutions and communicate updates to the user base via email. Stay current with system information, changes, and updates. Work effectively across time zones and cultures. Participate in on-call rotation and respond to after-hours alerts. Participate in other reasonable work activities as assigned by management. Perform other duties as required. This list is not intended to be a comprehensive inventory of all responsibilities. Qualifications 5 years of experience administering a Microsoft 365 environment. Detailed knowledge