Consultant, Client Experience - British Columbia

IX Solutions Ltd.•Vancouver, BC

1d•CA$75,000 - CA$90,000•Remote

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 Consultant, 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 Consultant, 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. This role includes acting in a mentorship and escalation capacity for less-senior consultants, and involves reviewing managed services reporting and performing peer-review to ensure well-rounded and well-informed recommendations are made to clients. 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 after-hours work including 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

Possess generalist skills with expertise in Microsoft 365 and Azure.
Care about best practices.
Take ownership of your work and demonstrate a strong commitment to follow through on your tasks.
Are committed to client success.
Can demonstrate a 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.
Minimum 5 years of IT Consulting experience.
Knowledge of Entra ID and synchronization mechanisms.
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.
Ability to distill complex technical concepts into benefits that both customers and salespeople can understand.
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.

Nice To Haves

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

Responsibilities

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.
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 latest technology trends.
Follows team-owned best practices and standards and suggests new innovative approaches.
Develop, document, and maintain processes 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.
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
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.