Case Manager

Description

We are the Intelligent Internet Platform. We connect people, places, and things anywhere, managing internet performance better than anyone else, while providing one global experience, giving visibility, control, and security through expereoOne.

Expereo believes in the power of internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal internet performance.

As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment. The case manager is responsible for resolving all technical and non-technical issues related to Expereo’s services, through liaising with our customers and local providers.

About the role

The suitable candidate will identify and establish new processes and continuously optimize existing ones, to enable Expereo to offer an excellent and unrivalled customer service experience.

Responsibilities

Here is how your day-to-day responsibilities of the role will look like, but are not limited to:

• Work together with a team of network and system administrators towards a common preset goal
• Act as first-line support person for internal and external parties
• Responsible for network and data communication systems
• Customer excellence (internal/external customer engagement and relationship management):
• Should be customer support oriented candidate, should have very good knowledge of customer service processes
• Good knowledge of ITIL framework
• Create an environment which is a great place to work for you and your colleagues through your dedication, enthusiasm, sharing of knowledge, honesty, and desire to support others
• Display excellent standards in all you do and inspire others to do the same, and operate within legislative/regulatory and company policies and procedures
• Display confidence, self-belief, and openness to new ideas, adapting and embracing challenges and opportunities with a determination to excel
• Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems, and work processes

Requirements

• Thorough understanding of routing and switching, SD-WAN and cloud concepts
• Integrity monitoring and management, two-factor authentication
• Good understanding of IT best practices and procedures, like ITIL v3
• At least 5 years of experience in IT/telecommunications
• Excellent communication skills, very good verbal and written English skills
• Project management skills
• Self-motivated with ability to perform under tight deadlines and high pressure
• TCP/IP, network configuration management, VPNs, information security standards and compliance requirements
• Switching technologies with extensive hands-on Cisco and Catalyst switches
• Extensive hands-on experience on switching technologies like STP, VLANs, multi-layer switching etc., switching infrastructure considerations like QoS and POE etc.
• Routing technologies extensive hands-on Cisco and Juniper routers. In-depth understanding of OSPF and other routing protocols. Device redundancy protocols like VRRP, HSRP, NSRP etc.
• In-depth knowledge in different types of VPN solutions like MPLS, SSL VPN, IPSEC (site-to-site and remote access) VPNs
• Experience in working in network management and monitoring tools, SolarWinds
• CCNA or equivalent certificate required

Benefits

• Private health insurance
• Work from home
• Training and development
• Performance bonus

Beyond the job

We’re proud of our focus as well as the passion we display for the communities where we live and work.

EEO (Equal Employment Opportunities) Statement

Expereo is an equal opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.