Analyst, Client Experience - Calgary, Alberta

IX Solutions

2d•Hybrid

About The Position

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.

Requirements

Minimum 2 years of IT Consulting experience (or customer service centric experience, even if not IT related)
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
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

Nice To Haves

Experience with Microsoft 365 Suite (especially Entra, Intune, Defender, SharePoint) is an asset
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)

Responsibilities

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
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
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
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
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