Senior Case Manager
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 ROLE:
The Senior 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. You will identify and establish new processes and continuously optimize existing ones, to enable Expereo to offer excellent and unrivalled Customer Service experience.
THE RESPONSIBILITIES:
Here are 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
- Analyze technical needs, requirements, and the network's infrastructure design, integration, and operations
- Provide timely response to all incidents and performance alerts. Categorize issues for escalation to appropriate technical teams
- Responsible for Handling Complex issues and acting as SME to resolve challenging issues, L2 and L3 Network issues
- Work together with a team of Network Engineers towards a common preset goal
- Responsible for Network and Data Communication Systems
- Customer Excellence - internal/external customer engagement and relationship management
- Strong customer support focuses on a solid understanding of customer service procedures and best practices
- Good knowledge of ITIL Framework
- Foster a positive and supportive work environment by demonstrating commitment, enthusiasm, integrity, sharing knowledge, and a strong willingness to help colleagues
- To display excellent standards in all you do and inspire others to do the same, and that you operate within legislative/regulatory and company policies and procedures
- To display confidence, self-belief and openness to new ideas, adapt and embracing challenges and opportunities with a determination to excel
- Continuously develop your own skills by attending all the training courses required and maintaining an up-to-date knowledge of products, services, systems and work processes
- Act as 1st level of support escalation
Requirements
SKILLS AND EXPERIENCE
- Thorough understanding of Routing and switching, SD-WAN and cloud concepts
- Good understanding of IT best practices and procedures, like ITIL v3
- At least 5 years of extensive experience in IT/Telecommunications
- Excellent communication skills, very good verbal and written English skills, Additional Language skill Such as German, French, Portuguese preferred
- 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 Nexus & Catalyst Switches
- Extensive hands-on on switching technologies like STP, VLANs, multi-layer switching etc
- Switching infrastructure considerations like QoS and POE etc
- Routing technologies are extensive hands-on Cisco and Juniper routers. In depth understanding of OSPF and other routing protocols. Device Redundancy protocols like VRRP, HSRP, NSRP etc
- Wireless Controller supported AP's with extensive hands-on Cisco Wireless Controller
- 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 & Monitoring Tools, Solar Winds
- CCNA Certified (Mandatory), Preferably CCNP certified
- Preferably JCNP, AWS, SDWAN certifications
- High level of schedule flexibility and availability to support changing business needs
Benefits
Beyond the Job
We’re proud of our focus on Environment, Social and Governance as well as the passion we display for the communities where we live and work.
EEO (Equal Employments 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.