Minimum 2 years of IT consulting or customer-service oriented experience
Proficiency with Microsoft 365 Suite (Entra, Intune, Defender, SharePoint) and Microsoft Azure
Experience deploying, managing, and maintaining Windows Server and Active Directory environments
Continuing education and training; willingness to pursue Microsoft certifications (MS-900, AZ-900, SC-900, MD-102)
Requirements:
Provide top-level IT support and technical delivery services across diverse client environments
Configure and maintain Microsoft 365 productivity and security solutions (Entra, Intune, Defender, SharePoint)
Manage technology solutions on Microsoft Azure cloud services and support Windows Server environments
Build and nurture strong client relationships and participate in an after-hours support rotation
Job description
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.
