Senior Client Experience IT Consultant

Job Title: SeniorIT Consultant Client Experience

Job Location: Remote: British Columbia

Compensation

The position is a full time salaried position. Compensation is expected to be between $90000 - $100000commensuratewith skills experience and abilities.

Company Profile

IX Solutions is your trusted IT partner connecting people with technology tailored to meet their business needs. We help our clients effectivelyleveragemodern technology and embrace digital transformation to achievetheir criticalbusiness outcomes.

IX Solutions exists to create long-term relationships with passionate peopleemployeesand clients achieving exceptional business solutions. We go the extra mile to deliver a positive customer experience and deliver trusted solutions that are flexible to meet client business needs.

PositionSummary

This role is intended for a dynamic individual excited about the opportunity to use technology to help drive customer success while building a successful business with a collaborative and customer-centric culture.

TheSeniorIT Consultant Client Experienceunderstands the challenges clients consistently face and collaborateswith client stakeholders and other IX Solutions employeestomake well-informed recommendationsand resolve technical issuesproactively and reactively.

This role includes acting in a mentorship and escalation capacity forless-seniorconsultantsandinvolvesmanaged services reporting andactioning of support tickets to ensure well-rounded and well-informed recommendations are made to clients.

The position reports to theManagerClient position works40 hoursper week with business hours being 8:00am to5:00pmPacificTime Monday toFriday. There is a requirement for after-hours work including scheduledafterhourssupport rotationtime sensitiveclient requestsand project work. Balancing multiple priorities with deadlines is a requirement.

WhatYoullDo Here

• DeliverexceptionalIT support and technical delivery services to a broad range of clients.

• Manageandmaintaintechnology solutions built on Microsoft Azure cloud services.

• ManageandmaintainMicrosoft 365 office productivity and security solutions.

• ManageandmaintainHyper-V and VMwarevirtualization solutions.

• Manageandmaintainserver storage and backup solutions.

• Manageandmaintainnetwork and network security solutions.

• Manage andmaintainMicrosoft Defender Windows Entra and relatedsecurity solutions.

• Triageissuesbased on criticality escalatingperour escalation procedureandService Level Objectives.

• Serve asClientLead for multiple clients building andmaintainingstrong relationships with key stakeholdersand executivesto ensure alignment with business outcomes.

• Provide in-depth technical leadership and knowledge sharing to other team members.

• Monitor ourticketing system support callqueueandparticipatein ourafterhoursschedule.

• Reviewmanaged services reporting received from technical teams polishing andupdating as necessary beforesendingto clients.

• Advocate for clients in resolving managed services issues ensuring well-informed recommendations are sent to clients.

• Coordination ofchange requests outage requests and scheduling of required changesas a result ofmanaged 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 signedor for discussions on unsigned efforts pre-sales andunscopedprojects.

• Attend project kick-offs and other relevant client-facing calls.

• Coordinate with the Account Executive(AE)team engaging in pre-sales activities and meetings with AEs and contributions to their proposals (Statements of Work/SOWsand Service Agreements).

• Coordinatewith relevant teams to complete SOW/Service Agreement time estimates task breakdownsandprocurement estimatesensuring overallagreementexcellence.

• Ensuretechnical aspects of SOW/Service Agreements are accurately representedandalignwith client and business needs.

• Identifyand advocate fornew opportunitiesand solutions withthe client andour client Account Executives (e.g. potential projects or improvements).

• Regularly meetwith relevant Account Executives to discuss ongoing account activities noteworthy incidentsand new opportunities.

• Advocatefor technical excellence and emphasizeappropriate urgencyin client solutioning.

• Leverage detailed client knowledge to guideother team membersin resolvingnon-standard issues.

• Monitor platform-level dashboards and provide reporting alerting and escalation support whenrequired.

• Collaborate withother IX Solutions teams and consultants escalating incidents as required and acting as client advocate and liaison.

• Serve as an escalation point for otherteammembersfor high-complexity and urgent issues both during andoutside ofbusiness hours.

• Participate inand lead high-impactclientinitiatives to drive innovation and efficiency in their technicalenvironment.

• Sustain afocus on strategic guidancein addition to regularday-to-day technical support.

• Advocate for identification assessment and resolution of root causes of IT issues and inefficiencies.

• Createandmaintainaccurateand effective documentation.

Qualifications/Expertise

• 5years ofIT Consulting experience.

• Knowledge ofEntra IDand synchronization mechanisms.

• MicrosoftIntuneexperience is an asset.

• Experience with deployment management and maintenance ofWindowsServer 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 maintenanceof backup solutions encompassing files databases servers and hosts.

• Experiencesupportingbothtraditionaland cloudinfrastructure.

• Experiencesupportinga variety ofnetworking technologies.

• Experience offering tailored recommendations and strategic guidance.

• Passion for continuing education and traininga must.

• Ability to distill complextechnicalconcepts into benefits that both customers and salespeople can understand.

Certifications(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

• MicrosoftAzureAdministrator (AZ-104)or equivalentexperience

• 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 interpretcustomerneedsto provide excellent service levels.

• Develop strong and lasting customer relationships with key clients.

• Knowledgeable of client stakeholders and business operations behavingas an extension of the client IT teamup to and including oversight and IT management.

• Pass certification exams and complete training asappropriate todemonstrateskillset to clients and foster strong vendor relationships.

• Demonstratewell-rounded understandingof the impact of decisions and solutionsboth technical and businessrelatedand drivealignment with client goals.

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.

• Understand the definitionofdone fortheteam anddemonstratethis consistently.

• Take personal accountability and provide end-to-end ownership of a solution or obstacle.

• Provide context to new team members who have questions aboutprocessor clients.

• Engage with team anddemonstratecommitment to alignment with the organizational mission and corporate values.

• Other duties asrequired such as thetimelycompletion of expense reports and timesheets.

• Ability to travel occasionally for business purposes.

Requirements

• Must be legallypermittedto work in Canada

• Hold avalidDriversLicense and vehicle

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.