.Network Operations Level 1 Network & Security 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.PURPOSE OF THE POSITIONWithin 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.RESPONSIBILITIES AND JOB FUNCTIONSImprove 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 incidents 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 the monitoring team).Create new incident tickets when necessary (detection or customer's direct request).Escalate towards Level 2 or Level 3 of the NOC when necessary.Manage "maintenance status" in 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 a remote location is allowed.EDUCATIONAL BACKGROUNDBachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.Advanced EnglishTechnical SkillsBasic knowledge of networks' fundamentals (IP addressing, routing, difference between network devices).Monitoring tool usage (Spectrum, Cacti, Syslog...).Cisco LAN, Wi-Fi, basic operations.Fortinet, basic operations.Ticketing Systems (Service Now...).DNS, DHCP basic operations.ITIL standards.Soft SkillsReactive 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