.Identity and Access Operations First Level Escalation Support EngineerIdentity and Access Operations First Level Escalation Support EngineerEnergy 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 of 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 POSITIONWe 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 requests 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.RESPONSIBILITIES AND JOB FUNCTIONSIncident 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 BACKGROUNDBachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
