Case Manager - Dubai, United Arab Emirates - Expereo

Description

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 firstline 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, selfbelief, 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 uptodate knowledge of products, services, systems and work processes.

Job requirements:

• 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 v
• At least 5 years of experience in IT/Telecommunications.
• Excellent communication skills, very good verbal and written English skills.
• Project management skills.
• Selfmotivated 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 handson Cisco & Catalyst Switches.
• Extensive handson on switching technologies like STP, VLANs, multilayer switching etc.

- switching infrastructure considerations like QoS and POE etc.

• Routing technologies extensive handson Cisco and MikroTik routers. In depth understanding of OSPF, EIGRP, and other routing protocols. Device Redundancy protocols like VRRP, HSRP, NSRP etc.
• Indepth knowledge in different types of VPN solutions like MPLS, SSL VPN, IPSEC (SitetoSite 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.