L2 Transverse Support Engineer

LEVEL 2 TRANSVERSE SUPPORT ENGINEER

BUCHAREST

ENGIE GBS ROMANIA

One of the world's leading energy companies, ENGIE is present across the entire energy chain, in electricity and natural gas, from upstream to downstream. By placing responsible growth at the heart of its businesses (energy, energy services and the environment), its mission is to meet major challenges: meeting energy needs, ensuring security of supply, combating climate change, and optimizing the use of resources.

GBS is part of ENGIE, partnering with the support functions for the ENGIE's Business Units and Corporate. It currently has 7 Business Support functions: purchasing, consulting, finance, real estate and logistics, legal, human Resources, information systems. By 2025, GBS is ENGIE's "transition maker" for support function excellence. Amplifying ENGIE's net zero mission, we provide a competitive edge through efficient operations, strategic resource allocation, and pioneering in culture and technology.

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience, take on exciting challenges, and shape the path that suits you. Join us and be part of the adventure of our century!

What you will do:

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.

Responsibilities:

• Promptly address and resolve incident tickets and requests related to OKTA, Active Di-rectory, CyberArk, and Saviynt. Ensure all incidents are logged, tracked, and resolved within defined SLAs.
• Work closely with local IT teams and the global helpdesk to provide comprehensive sup-port. Collaborate with colleagues across different time zones to ensure smooth hando-vers and continuity of support.
• Utilize your analytical skills to troubleshoot and resolve complex issues. Escalate unre-solved incidents to higher-level support teams when necessary, providing detailed doc-umentation and context.
• 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.
• Keep detailed records of all support activities, including incident reso-lution steps and configurations. Contribute to the knowledge base by documenting new solutions and best practices.
• Participate in the continuous improvement of support process-es. Suggest and implement improvements to enhance efficiency and service quality.
• Utilize a basic Kanban agile method to manage and prioritize your workload. Participate in regular team meetings and contribute to the agile process.
  
  

Desired education, expertise, and skills:

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

Benefits:

• Private health insurance for you and your family;
• Opportunities for ongoing personal and professional development;
• Meal tickets;
• Work-life balance;
• Annual extended holiday entitlement, depending on the length of employment;
  
  

Only candidates selected for interviews will be contacted.

If you decide to send us your personal information in order to apply for this position, please be aware of our job candidate GDPR Data Privacy Notice: https://www.engie.ro/wp-content/uploads/2022/09/ER_Nota-de-informare-Candidati.pdf.

ENGIE is an Equal Opportunity Employer. Our commitment is unwavering: we do not discriminate based on race, color, age, sex, religion or religious creed, national origin, marital status, gender expression, genetic information, sexual orientation, ancestry, mental or physical disability, military or veteran status, or any other characteristic protected by law.

GBU: GBS

Divizie: GBS Europe - Romania

Companie: ENGIE GBS ROMANIA SRL.

Experiență profesională: Experimentat (3-15 ani experiență)

Nivel studii: Diplomă de Licență