Case Manager

6 months ago


Dubai, United Arab Emirates Expereo Full time

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 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.
- 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).
- 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, honesty, 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.
- 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.
- 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 & 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 MikroTik routers. In depth understanding of OSPF, EIGRP, 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.
- Experience in Salesforce, ServiceNow, Remedy, or any similar ticketing tools.
- Additional language skills in reading and writing; Spanish, French, German, Portuguese, Italian, etc.; is a plus.


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