Network Resolution Specialist
5 days ago
About Us
Expereo is a global provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions. We empower businesses and governments worldwide by delivering flexible and optimal Internet performance. Our mission is to enhance every business' productivity with our innovative solutions.
Job Description
The Case Manager is responsible for resolving technical and non-technical issues related to services, through collaboration with customers and local providers. This involves identifying and establishing new processes, optimizing existing ones, and delivering an exceptional customer service experience.
Responsibilities
- Collaborate with Network Engineers towards a common goal
- Act as first-line support for internal and external parties
- Promote customer excellence through engagement and relationship management
- Maintain good knowledge of customer service processes
- Apply ITIL Framework principles effectively
- Create a positive work environment by sharing knowledge, integrity, and enthusiasm
- Set high standards in all work and inspire others to do the same
- Display confidence, self-belief, and openness to new ideas
- Develop skills by attending required training courses and staying updated on products, services, systems, and work processes
Requirements
- At least 5 years of experience in IT/Telecommunications
- Bachelor's Degree in Computer Engineering/Science, Information Technology, Electronics and Communications Engineering, or equivalent
- Fluent in Japanese and English (Verbal and written)
- Thorough understanding of Routing and switching, SD-WAN, and cloud concepts
- Integrity Monitoring and Management, Two-Factor
- Familiarity with IT best practices and procedures, like ITIL v3
- Excellent communication skills, very good verbal and written English skills
- Self-motivated with ability to perform under tight deadlines and high pressure Standards and Compliance requirements
- Extensive hands-on experience with Cisco & Catalyst Switches
- Experience in working with Network Management & Monitoring Tools, Solar Winds
- In-depth knowledge of WAN circuits and technologies
- CCNA/CCNP certified is a plus
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