ITIL-Savvy Case Manager, Enterprise Network Support

Expereo; Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Expereo in Manila seeks a skilled Case Manager to provide exceptional customer support by handling technical and non-technical issues related to Expereo's services. You will manage customer interactions, create and manage support cases, and optimize processes to ensure an excellent experience.

The role requires 5+ years in IT/Telecommunications, a relevant Bachelor's degree, knowledge of routing, SD-WAN, cloud concepts, ITIL v3, and strong English communication. Flexibility with shifts is a plus.

Qualifications

• At least 5 years of experience in IT/Telecommunications.
• Bachelor's degree in computer engineering/science, IT, Electronics and Communications Engineering or equivalent.
• Thorough understanding of Routing and switching, SD-wan and cloud concepts.
• Good understanding of IT best practices and 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.
• Routing technologies extensive hands-on Cisco and Juniper routers. In depth understanding of OSPF and other routing
• Flexibility in working different shift hours.

Responsibilities

• Obtain and verify customer order details to generate accurate and prioritized support cases.
• Process & take action on the Supplier and/or Customer Maintenance communications.
• Work with a team of Network Engineers toward a common preset goal.
• Responsible for Network & Data Communication Systems.
• Maintain customer engagement and relationship management with internal/external stakeholders.
• Adhere to ITIL Framework and strive for excellent service processes.
• Continuously develop skills by attending required training and keeping knowledge up-to-date.

Skills

Routing & switching

SD-WAN/Cloud concepts

TCP/IP

Cisco switches

Juniper routers

English communication

Education

Bachelor's degree in computer engineering/science, Information Technology, Electronics and Communications Engineering or equivalent

Tools

Cisco

Juniper

Job description

Expereo in Manila seeks a skilled Case Manager to provide exceptional customer support by handling technical and non-technical issues related to Expereo's services. You will manage customer interactions, create and manage support cases, and optimize processes to ensure an excellent experience.

The role requires 5+ years in IT/Telecommunications, a relevant Bachelor's degree, knowledge of routing, SD-WAN, cloud concepts, ITIL v3, and strong English communication. Flexibility with shifts is a plus.