Job Title: Analyst, Client Experience Job Location: Hybrid: Onsite with clients and remote, work from home in Calgary, AlbertaCompany 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’rehere to inspire innovation — for our customers and ourpeople. For us, that means inviting ambitious individuals to the table —those who are primed to push the envelope — and fostering animaginative environment for them to thrive. Why? Because we believewhen you bring visionaries together with a genuine drive to do better andgive them transformative technology as the toolkit, the possibilities andpotential 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?Possess generalist skills with expertise in Microsoft 365 and AzureAre looking for mentorship and opportunity to grow. This is the place for you.Excel in translating business requirements into technical needsThrive on building and maintaining client partnershipsAre committed to client successWhat You’ll Do HereProvide top-level IT support and technical delivery services across diverse client environmentsGrow and nurture strong client relationshipsConfigure and maintain Microsoft 365 productivity and security solutionsManage technology solutions on Microsoft Azure cloud servicesSupport Microsoft Windows Server environmentsParticipate in an afterhours support rotationDevelop and maintain documentation related to technical practices and client support processesPerform escalations with consistent ownership through to issue resolutionLearn new tools, methods, and technologies relevant to our clients needsQualifications/ExpertiseMinimum 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 assetExperience with deployment, management, and maintenance of Microsoft Server environmentsExperience with deployment, management, and maintenance of Active Directory environmentsExperience with deployment, management, and maintenance of server, storage and virtualization infrastructure solutionsWorking knowledge of basic networking concepts and ability to troubleshoot networking issuesContinuing education and training a mustCertifications (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 RelationshipsUnderstand and interpret customer needs to provide excellent service levelsDevelop strong and lasting customer relationships with key clientsCommunicate professionally with clients, showing attention to detail and care in outputsSet realistic expectations, communicate risk, and manage uncertaintyDelivery & ExecutionUtilize IX Solutions' ticketing systems, reporting tools, and documentation repositoriesTriage support requests in a queue, prioritizing and identifying risk appropriatelyProvide hands-on-site support for clients and colleagues when requiredTechnical Expertise & GrowthSolid foundational knowledge in relevant technologies & subject areasShow curiosity and willingness to learn new tools & methodsSeek feedback, reflect on performance, and apply learnings appropriatelyPass certification exams and complete training as appropriate to demonstrate skillset to clients and foster strong vendor relationshipsTeamCommunicate in an open, helpful manner and build relationships across the organizationAbility to work with a range of technical staff and cross-functional teams to develop joint solutionsFoster a collaborative work environment and cultureChallenge the status quoTake personal accountability and provide end to end ownership of a solution or obstacleBe willing to put in the effort when it really countsCreate accurate and effective documentation and develop standardsEngage with team and demonstrate commitment to alignment with the organizational mission and corporate valuesOther duties as required, such as the timely completion of expense reports and timesheetsAbility to travel occasionally for business purposesRequirementsMust be legally permitted to work in CanadaHold a valid Driver’s License and vehicleProficient English (written/verbal) communication in a business settingCompensation 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.#J-18808-Ljbffr