Job Description

Compensation

Company Profile

Position Summary

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.
• Serve as a lead for multiple clients, building and maintaining strong relationships with key stakeholders and executives to ensure alignment with business outcomes.
• Provide in-depth technical leadership and knowledge sharing to other team members.
• 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.
• Coordinate with the Account Executive team, engaging in pre-sales activities and meetings with AEs, and contributions to their proposals.
• Coordinate with relevant teams to complete SOW/Service Agreement time estimates, task breakdowns, and procurement estimates, ensuring overall agreement excellence.
• Ensure technical aspects of SOW/Service Agreements are accurately represented and align with client and business needs.
• Identify and advocate for new opportunities and solutions with the client and our client Account Executives
• Regularly meet with relevant Account Executives to discuss ongoing account activities, noteworthy incidents, and new opportunities.
• 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.
• Serve as an escalation point for other team members for high-complexity and urgent issues, both during and outside of business hours.
• Participate in and lead high-impact client initiatives to drive innovation and efficiency in their technical environment.
• Sustain a focus on strategic guidance in addition to regular day-to-day technical support.
• Advocate for identification, assessment, and resolution of root causes of IT issues and inefficiencies.
• Create and maintain accurate and effective documentation.

Team Lead Roles & Responsibilities

• Lead meetings, and preparation for meetings, as directed by your manager.
• Provide regular feedback to individuals.
• Share responsibility for team burdens.
• Participate in team shared work as a member of the team.
• Be the role model for the behaviours and expectations of the team.
• Coach team members in day-to-day operations; short-term problem-solving.
• Be the team’s Ambassador outside of the organization.
• Represent and advocate for the needs of the team, encouraging incremental improvement.
• Contribute to identifying gaps in the team; Help source candidates, initially evaluate resumes, and participate in interviews. Contribute to job descriptions.
• Evaluate the day-to-day work and quality management for team members.
• Identify instances of work and behaviours deserving recognition.
• Perform peer-review for admin activities.
• Participate in daily work distribution and appropriately delegate work assignments.
• Contribute to the work processes and procedures of the team, identifying opportunities for practice development.
• Help team members achieve their goals.
• Identify and recommend relevant training and certifications for the team.

Qualifications/Expertise

• 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 (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 to provide excellent service levels.
• Develop strong and lasting customer relationships with key clients.
• Communicate professionally with clients, showing care attention to detail.
• Set realistic expectations, communicate risk, and manage uncertainty.
• Knowledgeable of client stakeholders and business operations, behaving as an extension of the client IT team up to and including oversight and IT management.
• Demonstrate well-rounded understanding of the impact of decisions and solutions, both technical and business related, and drive alignment with client goals.

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.
• Provide context to new team members who have questions about process or clients.
• Engage with team and demonstrate commitment to alignment with the organizational mission and values.
• Ability to travel occasionally for business purposes.
• Other duties as required, such as the timely completion of expense reports and timesheets.

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.

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.