Identity and Access Operations First Level Escalation Support Engineer

**Join ENGIE Mexico and be a protagonist in the energy transition**

At ENGIE, we have a clear mission: to accelerate the transition towards a more sustainable and carbon-neutral future. With a presence in 31 countries and a team of over 97,000 employees, we work every day to combat global warming and reduce greenhouse gas emissions by driving innovative and sustainable solutions.

In Mexico, we have 27 years of experience. Our four Business Units allow us to supply more than 3.5 million people, generating over 20,000 direct and indirect jobs. Here, your voice counts. We believe in the power of ideas, collaboration, and the strength of mutual trust. If you are looking for a place where you can grow, make an impact, and see your ideas transform the world, this is your moment

Ready to be part of the change?

**Role Objective**:
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 mínimal disruption to our business operations.

**Requirements**:
**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.

Join ENGIE and together, as Transition Makers, let's transform the world into a more sustainable place