Case Manager

Expereo; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

A global managed internet services provider is seeking a Case Manager in Metro Manila, Philippines. This role involves resolving technical and non-technical issues related to internet services, collaborating with network engineers, and providing top-tier customer service. The ideal candidate will have at least 5 years in IT/Telecommunications, a relevant bachelor's degree, and a strong understanding of routing, switching, and SD-WAN concepts. Excellent communication skills and project management abilities are essential.

Qualifications

• At least 5 years of experience in IT/Telecommunications.
• Self-motivated with ability to perform under tight deadlines.
• Excellent verbal and written English skills.

Responsibilities

• Resolve technical and non-technical issues related to services.
• Liaise with customers and local providers for service management.
• Create an excellent Customer Service experience.
• Engage in customer relationship management and service delivery.
• Adhere to ITIL processes and maintain up-to-date product knowledge.
• Support continuous improvement of processes and training.

Skills

Communication skills

Customer service processes knowledge

Project management skills

Routing and switching

SD-WAN and cloud concepts

Integrity Monitoring and Management

ITIL v3 knowledge

TCP/IP knowledge

VPNs

Cisco & Catalyst

Education

Bachelor’s Degree in Computer Engineering/Science, Information Technology, or equivalent

Tools

Solar Winds

Job description

We are theIntelligent Internet Platform.We connectPeople, PlacesandThingsanywhere,managing Internet Performancebetter than anyone else, while providingOne Global Experience,givingVisibility, ControlandSecuritythroughexpereoOne.

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 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. 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.

THE RESPONSIBILITIES:

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

• Work together with a team of Network Engineers towards a common preset goal
• Act as first-line support person for internal and external parties
• Responsible for Network & Data Communication Systems
• Customer Excellence (internal/external customer engagement and relationship management):
• Should be customer support ordinated candidate, should have very good knowledge of customer service processes.
• Good knowledge of ITIL Framework.
• To create an environment which is a great place to work for you and your colleagues through your dedication, enthusiasm, sharing of knowledge, integrity and desire to support others.
• 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, 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.

THE SKILLS AND EXPERIENCE:

• At least 5 years of experience in IT/Telecommunications.
• Bachelor’s Degree in Computer Engineering/Science, Information Technology, Electronics and Communications Engineering or equivalent
• Thorough understanding of Routing and switching, SD-wan and cloud concepts.
• Integrity Monitoring and Management, Two-Factor
• Good understanding of IT best practices and procedures, like ITIL v3.
• 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 & 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 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 & Monitoring Tools, Solar Winds.
• In-depth knowledge of WAN circuits and technologies (like Internet Dedicated Access, Broadband, DSL)
• Preferably CCNA/CCNP certified.
• High level of schedule flexibility and availability to support changing business needs.

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 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.