Job Title: Analyst, Client Experience
Job Location: Hybrid: Onsite with clients and remote, work from home in Calgary, Alberta
Company Profile
IX Solutions is a trusted IT partner, connecting people with technology tailored to meet their business needs. We help our clients effectively leverage modern technology and embrace digital transformation to achieve their critical business outcomes.
Ultimately, we’re here to inspire innovation — for our customers and our people. For us, that means inviting
ambitious individuals to the table — those who are primed to push the envelope — and fostering an imaginative environment for them to thrive. Why? Because we believe when you bring visionaries together with a genuine drive to do better and give them transformative technology as the toolkit, the possibilities and potential for your business become boundless.
Position Summary
This role is ideal for an individual passionate about leveraging technology to drive customer success within a collaborative, customer-centric culture at IX Solutions. The Analyst, Client Experience will deliver exceptional service to clients, both proactive and reactive support, ensuring a positive client experience and fostering strong client relationships. This role involves remote and onsite IT support and technical implementations.
The Analyst, Client Experience collaborates with client stakeholders, other technical consultants, vendors, Client Leads and Account Executives to deliver proposed technical solutions and services that accurately address and align with the client’s business requirements.
The position reports to the Manager, Client Experience. The position works 40 hours per week, with business hours being 8:00am to 5:00pm PT/MT, Monday to Friday. There is a requirement for significant onsite work at client sites and after-hours work including a scheduled afterhours support rotation, time sensitive client requests, and project work. Balancing multiple priorities with deadlines is a requirement.
IX Solutions is committed to helping employees grow and develop within the organization, so the responsibilities below may be adjusted periodically to align with employee goals or aptitudes while supporting overall business objectives.
Is This Position A Fit For You?
This position is a fit for you if you
- Possess generalist skills with expertise in Microsoft 365 and Azure
- Are looking for mentorship and opportunity to grow. This is the place for you.
- Excel in translating business requirements into technical needs
- Thrive on building and maintaining client partnerships
- Are committed to client success
What You’ll Do Here
- Provide top-level IT support and technical delivery services across diverse client environments
- Grow and nurture strong client relationships
- Configure and maintain Microsoft 365 productivity and security solutions
- Manage technology solutions on Microsoft Azure cloud services
- Support Microsoft Windows Server environments
- Participate in an afterhours support rotation
- Develop and maintain documentation related to technical practices and client support processes
- Perform escalations with consistent ownership through to issue resolution
- Learn new tools, methods, and technologies relevant to our clients needs
Qualifications/Expertise
- Minimum 2 years of IT Consulting experience (or customer service centric experience, even if not IT related)
- Experience with Microsoft 365 Suite (especially Entra, Intune, Defender, SharePoint) is an asset
- Experience with deployment, management, and maintenance of Microsoft Server environments
- Experience with deployment, management, and maintenance of Active Directory environments
- Experience with deployment, management, and maintenance of server, storage and virtualization infrastructure solutions
- Working knowledge of basic networking concepts and ability to troubleshoot networking issues
- Continuing education and training a must
Certifications (achieved or willing to work towards)
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Security Fundamentals (SC-900)
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
Accountabilities, Tasks and Duties
Client Relationships
- Understand and interpret customer needs to provide excellent service levels
- Develop strong and lasting customer relationships with key clients
- Communicate professionally with clients, showing attention to detail and care in outputs
- Set realistic expectations, communicate risk, and manage uncertainty
Delivery & Execution
- Utilize IX Solutions' ticketing systems, reporting tools, and documentation repositories
- Triage support requests in a queue, prioritizing and identifying risk appropriately
- Provide hands-on-site support for clients and colleagues when required
Technical Expertise & Growth
- Solid foundational knowledge in relevant technologies & subject areas
- Show curiosity and willingness to learn new tools & methods
- Seek feedback, reflect on performance, and apply learnings appropriately
- Pass certification exams and complete training as appropriate to demonstrate skillset to clients and foster strong vendor relationships
Team
- Communicate in an open, helpful manner and build relationships across the organization
- Ability to work with a range of technical staff and cross-functional teams to develop joint solutions
- Foster a collaborative work environment and culture
- Challenge the status quo
- Take personal accountability and provide end to end ownership of a solution or obstacle
- Be willing to put in the effort when it really counts
- Create accurate and effective documentation and develop standards
- Engage with team and demonstrate commitment to alignment with the organizational mission and corporate values
- Other duties as required, such as the timely completion of expense reports and timesheets
- Ability to travel occasionally for business purposes
Requirements
- Must be legally permitted to work in Canada
- Hold a valid Driver’s License and vehicle
- Proficient English (written/verbal) communication in a business setting
Compensation
The position is a full time, salaried position. Compensation is expected to be between $50,000 - $80,000 commensurate with skills, experience, and abilities.
IX Solutions is pleased to offer remote work opportunities for our employees, however we do require employees to reside in Alberta or British Columbia, Canada.
