Consultant, Client Experience - British Columbia

Job Description

Job Title: Consultant, Client Experience
Job Location: Remote: Alberta or British Columbia

Compensation

The position is a full time, salaried position. Compensation is expected to be between $75,000.00 - $90,000.00 commensurate with skills, experience, and abilities.

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 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.

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.

• 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. 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 a humble and proactive approach to problem solving.

• Comfort with balancing speed, precision, and creativity in a dynamic environment.

• Able to maintain relationships with various people in the organization, servicing the needs of multiple teams and managing conflict. 

• 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 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.

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.

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.

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