وصف الوظيفة
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. He/She 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.
متطلبات الوظيفة
· 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
