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Network Resolution Specialist

1 week ago

Manila, National Capital Region, Philippines Expereo Philippines Corp Full time

Expereo Philippines Corp is a leading provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions. We power enterprises and government sites worldwide, enhancing business productivity with flexible and optimal Internet performance.

The Role

The Technical Case Manager is responsible for resolving technical and non-technical issues related to services through collaboration with customers and local providers. This includes identifying and establishing new processes to optimize existing ones and providing an excellent Customer Service experience.

Key Responsibilities
  • Liaise with Network Engineers to achieve common goals.
  • Act as first-line support for internal and external parties.
  • Manage Network & Data Communication Systems.
  • Focus on Customer Excellence through internal/external customer engagement and relationship management.
  • Maintain good knowledge of customer service processes.
  • Apply ITIL Framework expertise.

Requirements and Qualifications

  • At least 5 years of experience in IT/Telecommunications.
  • Bachelor's Degree in Computer Engineering/Science, Information Technology, Electronics and Communications Engineering or equivalent.
  • Fluency 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 and very good verbal and written English skills.
  • Project management skills.