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Job Title: Identity and Access Operations First Level Escalation Support Specialist
Job Summary:
We are seeking a highly skilled and proactive First Level Escalation Support Specialist to join our international team at the ENGIE Group. As a key member of our IT support team, you will play a critical role in ensuring seamless IT support across various time zones. Your primary responsibility will be to provide efficient and effective resolutions to incident tickets and requests related to OKTA, Active Directory, CyberArk, and Saviynt, ensuring minimal disruption to our business operations.
Key Responsibilities:
- Incident Management: Promptly address and resolve incident tickets and requests related to OKTA, Active Directory, CyberArk, and Saviynt, ensuring 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, collaborating 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, escalating 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, providing 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, contributing to the knowledge base by documenting new solutions and best practices.
- Process Improvement: Participate in the continuous improvement of support processes, suggesting and implementing improvements to enhance efficiency and service quality.
- Agile Methodology: Utilize a basic Kanban agile method to manage and prioritize your workload, participating in regular team meetings and contributing to the agile process.
Requirements:
- Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Experience: Proven experience in an IT support role, preferably in a global or multinational organization.
- Certification: Certification in relevant technologies (e.g., OKTA, Active Directory, CyberArk, Saviynt) is a plus.
- Language: 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.
- Problem Solving: 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.
About ENGIE Group:
ENGIE is a global energy player, resolutely committed to the energy transition and expert in 3 businesses: electricity, natural gas and energy services. We employ 155,000 people in more than 70 countries and achieved a turnover of around €70 billion in 2015. Our company is dedicated to pursuing your feeling free to be what you are, committed to equality for opportunities and valuing the diversity in each person.
