Case Manager

Responsibilities

• Resolve all technical and non-technical issues related to Expereo’s services by liaising with customers and local providers.
• Identify, establish, and continuously optimize processes to offer unrivalled customer service.
• Collaborate with a team of Network and System administrators to achieve common goals.
• Act as first-line support for internal and external stakeholders.
• Responsible for Network & Data Communication Systems.
• Maintain and promote customer excellence through engagement and relationship management.
• Apply strong knowledge of customer support processes and ITIL Framework.
• Foster a positive work environment through enthusiasm, knowledge sharing, honesty, and support.
• Exhibit high standards, inspire others, and ensure operations comply with regulations and company policies.
• Show openness to new ideas, adaptability, and a determination to excel.
• Participate in all required training and keep up-to-date with products, services, systems, and work processes.

Requirements

• Thorough understanding of routing, switching, SD-WAN, and cloud concepts.
• Experience with integrity monitoring and management, including two-factor authentication.
• Strong knowledge of IT best practices and ITIL v3.
• Minimum 5 years of experience in IT/Telecommunications.
• Excellent communication skills with strong verbal and written English.
• Project management abilities.
• Ability to work under tight deadlines and high pressure.
• Experience with TCP/IP, network configuration management, VPNs, information security standards, and compliance requirements.
• Extensive hands-on work with Cisco & Catalyst Switches and switching technologies such as STP, VLANs, multi-layer switching.
• Knowledge of infrastructure considerations like QoS and POE.
• Familiarity with Cisco and Juniper routers, OSPF, and other routing protocols, as well as device redundancy protocols (VRRP, HSRP, NSRP).
• In-depth knowledge of VPN solutions such as MPLS, SSL VPN, IPSEC (site-to-site and remote access).
• Experience with network management and monitoring tools (SolarWinds).
• CCNA or equivalent certification is required.

About the Company

Expereo is the intelligent internet company that connects people, places and things anywhere. We empower global companies to be future-ready, meeting the business demands of today and accelerating performance and growth for tomorrow. Expereo delivers secure, global network connectivity to enterprise and government sites in 600,000 locations over 190 countries, offering services from network design and deployment to management. With offices in the Netherlands, UK, Poland, US, Singapore, Philippines, UAE, Argentina, Brazil, and Spain, Expereo provides a truly global footprint.