Identity and Access Operations First level escalation Support Engineer

Identity and Access Operations First level escalation 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

We are seeking a dedicated and proactive First Level Escalation Engineer to join our international team. This position is part of our follow-the-sun model, ensuring seamless IT support across various time zones. As a First Level Escalation Engineer, you will handle incident tickets and re-quests created by local IT teams or escalated by our global helpdesk. Your primary role will be to provide efficient and effective resolutions, ensuring minimal disruption to our business operations.

RESPONSABILITIES AND JOB FUNCTIONS

• Improve quality of information required in incident tickets : needed information, check Incident Management: Promptly address and resolve incident tickets and requests related to OKTA, Active Directory, CyberArk, and Saviynt. Ensure all incidents are logged, tracked, and resolved within defined SLAs.
• Collaboration: Work closely with local IT teams and the global helpdesk to provide comprehensive support. Collaborate with colleagues across different time zones to ensure smooth handovers and continuity of support.
• Problem-Solving: Utilize your analytical skills to troubleshoot and resolve complex issues. Escalate unresolved incidents to higher-level support teams when necessary, providing detailed documentation and context.
• Communication: Maintain clear and professional communication with stakeholders at all levels. Provide regular updates on the status of incidents and requests, ensuring transparency and customer satisfaction.
• Documentation: Keep detailed records of all support activities, including incident resolution steps and configurations. Contribute to the knowledge base by documenting new solutions and best practices.
• Process Improvement: Participate in the continuous improvement of support processes. Suggest and implement improvements to enhance efficiency and service quality.
• Agile Methodology: Utilize a basic Kanban agile method to manage and prioritize your workload. Participate in regular team meetings and contribute to the agile process.

EDUCATIONAL BACKGROUND

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Proven experience in an IT support role, preferably in a global or multinational organization.
• Certification in relevant technologies (e.g., OKTA, Active Directory, CyberArk, Saviynt) is a plus.
• Advanced English

Technical Skills

• OKTA: Knowledge and experience in managing and troubleshooting OKTA identity management solutions.
• Active Directory: Proficiency in Active Directory administration and troubleshooting.
• CyberArk: Familiarity with CyberArk solutions, including password vaults and privileged access management.
• Saviynt: Understanding of Saviynt identity governance and administration.

Soft Skills

• Communication: Excellent verbal and written communication skills. Ability to convey technical information to non-technical stakeholders clearly and concisely.
• Teamwork: Strong ability to work collaboratively in a diverse, international team. Adaptable to different working styles and cultures.
• ProblemSolving: High analytical and problem-solving abilities. Capability to think critically and troubleshoot issues effectively under pressure.
• Customer Focus: Strong customer service orientation. Commitment to understanding and meeting the needs of internal clients.
• Time Management: Efficient time management and multitasking skills. Ability to prioritize tasks and manage workload effectively in a fast-paced environment.
• Adaptability: Flexible and able to adapt to changing circumstances and requirements. Eager to learn and stay updated with new technologies and processes.

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.