Senior Client IT Consultant

Job Title:

Senior IT Consultant, Client Experience

Job Location:

Remote:
British Columbia Compensation The position is a full time, salaried position.

Compensation is expected to be between $90,000 - $100,000 commensurate with skills, experience, and abilities. Company Profile IX Solutions is your 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. IX Solutions exists to create long-term relationships with passionate people, employees and clients, achieving exceptional business solutions.

We go the extra mile to deliver a positive customer experience and deliver trusted solutions that are flexible to meet client business needs.

Position Summary This role is intended for a dynamic individual excited about the opportunity to use technology to help drive customer success while building a successful business with a collaborative and customer-centric culture. The Senior IT Consultant, Client Experience understands the challenges clients consistently face and collaborates with client stakeholders and other IX Solutions employees to make well-informed recommendations and resolve technical issues proactively and reactively.

This role includes acting in a mentorship and escalation capacity for less-senior consultants, and involves managed services reporting and actioning of support tickets 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 Pacific Time, 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. What You’ll Do Here Deliver exceptional IT support and technical delivery services to a broad range of clients. Manage and maintain technology solutions built on Microsoft Azure cloud services. Manage and maintain Microsoft 365 office productivity and security solutions. Manage and maintain Hyper-V and VMware virtualization solutions. 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, escalating per our escalation procedure and Service Level Objectives. Serve as Client 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 (AE) team, engaging in pre-sales activities and meetings with AEs, and contributions to their proposals (Statements of Work/SOWs, and Service Agreements).

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 (e.g., potential projects or improvements). 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…