Consultant, Client Experience - Alberta or British Columbia

Is This Position A Fit For You?

• Possess generalist skills with expertise in Microsoft 365 and Azure.
• Care about best practices.
• Take ownership of your work anddemonstratea strong commitment to follow through on your tasks.
• Are committed to client success.
• Candemonstratea calm demeanor during stressful situations.
• Excel in translating business requirements into technical needs.
• Excel in effectively conveying technical information to stakeholders in a non-technical manner.
• Are skilled at building rapport and enjoy supporting partnerships.
• Thrive on building and maintaining client partnerships.
• Are looking for mentorship and opportunities to grow. This is the place for you.

What You’ll Do Here

• Deliver exceptional IT support, and technical delivery services to a broad range of clients.
• Grow and nurture strong client relationships.
• Manage and maintain technology solutions built on Microsoft Azure cloud services.
• Manage and maintain Microsoft 365 productivity and security solutions.
• Manage and maintain Hyper-V and VMware virtualization solutions.
• Support Microsoft Windows Server environments.
• Manage and maintain server, storage, and backup solutions.
• Manage and maintain network and network security solutions.
• Manage and maintain Microsoft Defender, Windows, Entra, and related security solutions.
• Triage issues based on criticality.
• Monitor our ticketing system, support call queue and participate in our afterhours schedule.
• Review managed services reporting received from technical teams, polishing and updating as necessary before sending to clients.
• Advocate for clients in resolving managed services issues, ensuring well-informed recommendations are sent to clients.
• Coordination of change requests, outage requests, and scheduling of required changes as a result of managed services findings.
• Provide technical teams with client-specific context in delivery of managed services.
• Coordinate with the Project Delivery team when new client work is signed or for discussions on unsigned efforts, pre-sales, and unscoped projects.
• Attend project kick-offs and other relevant client-facing calls.
• Identify and advocate for new opportunities and solutions with the client and our client Account Executives
• Advocate for technical excellence and emphasize appropriate urgency in client solutioning.
• Leverage detailed client knowledge to guide other team members in resolving non-standard issues.
• Monitor platform-level dashboards and provide reporting, alerting, and escalation support when required.
• Collaborate with other IX Solutions teams and consultants, escalating incidents as required and acting as client advocate and liaison.
• Designated lead, building and maintaining strong relationships with key stakeholders, often at the executive level, to ensure alignment with business outcomes.
• Serve as an escalation point for other team members for urgent issues, both during and outside of business hours.
• Provide technical leadership and knowledge sharing to other team members.
• Participate in and lead high-impact client initiatives to drive innovation and efficiency in their technical environment.
• Advocate for identification, assessment, and resolution of root causes of IT issues and inefficiencies.
• Create accurate and effective documentation.

What You Bring

Mindset & Attributes

• Collaborative with ahumble and proactive approach to problem solving.
• Comfortwithbalancing speed, precision, and creativity in a dynamic environment.
• Able to maintain relationships with variouspeoplein the organization, servicing the needs of multipleteamsandmanagingconflict.
• Possess a consultative mindset—you thrive on collaboration and building consensus.
• Passion for continuous learning in technical, consultative, and personal skills.

Qualifications/Expertise

• Minimum 5 years of IT Consulting experience.
• Knowledge of Entra ID and synchronization mechanisms.
• Experience with Microsoft 365 Suite (especially Entra, Intune, Defender, SharePoint) is an asset.
• Experience with deployment, management, and maintenance of Windows Server environments.
• Experience with deployment, management, and maintenance of Active Directory environments.
• Experience with deployment, management, and maintenance of storage and virtualization infrastructure solutions.
• Experience with deployment, management, and maintenance of backup solutions encompassing files, databases, servers, and hosts.
• Experience supporting both traditional and cloud infrastructure.
• Experience supporting a variety of networking technologies.
• Experience offering tailored recommendations and strategic guidance.
• Passion for continuing education a must.
• Ability to distill complex technical concepts into benefits that both customers and salespeople can understand.

Certifications and Learning (achieved or willing to work towards)

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) or equivalent experience.
• Microsoft 365 Certified: Administrator Expert (MS-102) or equivalent experience.
• M365 Identity and Access Administrator Associate (SC-300) or equivalent experience.
• Azure Virtual Desktop Specialty (AZ-140) or equivalent experience.
• Microsoft Azure Administrator (AZ-104) or equivalent experience.
• Microsoft 365 Teams Administrator Associate (MS-700) or equivalent experience.
• Zscaler Troubleshooting (EDU-260) or equivalent experience.

Accountabilities, Tasks and Duties

Client Relationships

• Understand and interpret customer needs so we can 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.
• Stay current with the latesttechnologytrends.
• Follows team-owned best practices and standards and suggests new innovative approaches.
• Develop, document, andmaintainprocesses and procedures related to IT delivery & managed services.
• Pass certification exams and complete training as appropriate to demonstrate skillset to clients and foster strong vendor relationships.

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.
• 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.
• Willingness to travel as needed to meet with clients.