Analyst, Client Experience - Calgary, Alberta

IX Solutions Ltd.; Calgary; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

IX Solutions Ltd. is seeking an Analyst, Client Experience to deliver exceptional IT support and proactive client service in a hybrid setting. The role combines onsite client work in Calgary with remote support, contributing to positive client outcomes and strong relationships.

You will collaborate with stakeholders, implement Microsoft 365 and Azure solutions, and participate in after-hours support rotations. Calgary residency is required.

Qualifications

• 2+ years IT consulting or customer-service oriented experience.
• Strong knowledge of Microsoft 365 and Azure fundamentals is preferred.
• Ability to translate business requirements into technical needs.

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 ownership through to issue resolution.
• Learn new tools, methods, and technologies relevant to client needs.

Skills

Microsoft 365

Azure

Customer service

Tools

Microsoft 365 Suite

Azure Cloud

Job description

Job Title: Analyst, Client Experience

Job Location: Hybrid: Onsite at client locations in Calgary, Alberta, and remotely working from home.

This position requires the successful candidate to currently reside in Calgary, Alberta.

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’rehere to inspire innovation - for our customers and ourpeople. For us, that means inviting enthusiastic individuals to the table - those who are primed to push the envelope - and fostering an imaginative environment for them to thrive. Why? Because we believewhen you bring visionaries together with a genuine drive to do better and give 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?

This position is a fit for you if you

• Possess generalist skills with expertise in Microsoft 365 and Azure
• Are looking for mentorship and opportunity to grow. This is the place for you.
• Excel in translating business requirements into technical needs
• Thrive on building and maintaining client partnerships
• Are committed to client success

What You’ll Do Here

• 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

Qualifications/Expertise

• Minimum 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 asset
• Experience with deployment, management, and maintenance of Microsoft Server environments