Network Operations Level 1 Network & Security Support Engineer

Network Operations Level 1 Network & Security Support Engineer

Energy at the service of Mexico.

ENGIE is a global energy player, resolutely committed to the energy transition and expert in 3 businesses: electricity, natural gas and energy services. ENGIE employs 155,000 people in more than 70 countries and achieved a turnover of around €70 billion in 2015.

Created in July 2014 and empowered with administrative authority, Global Business Support (GBS) now has employees across multiple countries and entities. Global Business Support is made up Finance - Procurement - Consulting - Real Estate, Human Resources, IT and Legal.

Being the reference operator for ENGIE's support functions and the trusted partner of the Group's operating entities, that is the ambition of GLOBAL BUSINESS SUPPORT in its great development.

PURPOSE OF THE POSITION

Within the Network & Cybersecurity Services (NCS) division of GBS IT, the Network And Connectivity (NAC) department is composed of the SDM Team, the Expertise Team and the Network Operation Center (NOC) team.

The NOC serves as the operational hub for our Network and Security infrastructures. Our mission is to ensure performance and security across all network and security infrastructures, whether they are in data centers, the cloud, or remote sites (examples: ‘Highway to Cloud’ interconnection infrastructures in AWS/Azure, Cloud Proxy and VPN services with ‘Zscaler,’ Software-Defined WAN, LAN, and Wi-Fi services, etc.).

The NOC, consisting of over 40 professionals, is structured into two distinct yet complementary teams:

• NOC Back Office: This team of technical experts focuses on the day-to-day operation of services.
• NOC Front Office: This team provides crucial support to the Back Office, focusing on industrialization, process management, and operational oversight of infrastructure and managed services

Within NOC Back office team, the Level 1 is between the transverse supervision/monitoring team (called GCC1) and NOC Level 2 and Level 3 engineers. The Level 1 technicians are in charge of the first actions of incidents resolution and of basic changes implementation. They are reporting to the NOC coordinators.

The NOC Level 1 will be hosted within GBS IT in Mexico. Its missions will primarily be ‘global’ for the ENGIE group, but employees will also be involved in supporting ‘local’ operations at GBS IT Mexico.

Network Technician with a at least a first professional experience in network operations, familiar with monitoring tools and ticketing systems (ITSM).

RESPONSABILITIES AND JOB FUNCTIONS

• Improve quality of information required in incident tickets : needed information, check priority level (impact and urgency), check the impacted service/customer and work with the monitoring team to improve quality of the data in incident tickets
• Link multiple incident together when a common root cause can be identified
• Perform the first technical analysis of devices’ status
• Permanently check the monitoring tool to ensure that every critical alarm is linked to an active incident ticket
• Handle major & minor alerts (critical alerts should already be handled by monitoring team)
• Create new incident ticket when necessary (detection or customer’s direct request)
• Escalate towards Level 2 or Level 3 of the NOC when necessary
• Manage “maintenance status” is our monitoring tool during changes’ implementation
• Work with the network tooling team to improve monitoring quality
• Implement basic and simple changes based on a Standard Operation Procedure (SOP)
• Ensure day to day communication between NOC team and “Local” IT teams of ENGIE entities
• The Network Technician Level 1 is permanently working in an office with a large display wall where our monitoring tools are showing the real-time status of the network. For that reason, no work from remote location is allowed.
• Rules are defined to ensure the continuity of the activity of Level 1 and ensure a minimum presence during the lunch break and holidays.

EDUCATIONAL BACKGROUND

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Advanced English

Technical Skills

• Basic knowledge of networks’ fundamentals (IP addressing, routing, difference between network devices)
• Monitoring tool usage (Spectrum, Cacti, Syslog…)
• Cisco LAN, Wifi, basic operations
• Fortinet, basic operations
• Ticketing Systems (Service Now…)
• DNS, DHCP basic operations
• ITIL standards

Soft Skills

• Reactive and involved
• Work in a team
• Able to report and inform the management
• Involved in personal development, motivated to learn and progress
• Communication
• Problem-Solving
• Customer Focus
• Adaptability

At ENGIE we pursue your feeling free to be what you are. We are commited to equality for opportunities and we value the diversity in each person. When we choose our talent, we focus on the skills and the career path. We do not discriminate based on person's race, disability, religion, gender, sexual orientation, ethnicity, creed, age, or civil status.