Remote Escalations Representative Jobs in Maple Ridge, BC

Job DescriptionJob Title:             Lead, Client Experience
Job Location:     Remote: Must be located in Alberta or British ColumbiaCompensationThe position is a full time, salaried position. Compensation is expected to be between $90,000 - $115,000 commensurate with skills, experience, and abilities.Company ProfileIX 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, clients and employees, 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. Founded in 2018, our company supports clients across Western Canada from remote offices in Calgary, Vancouver and the BC Interior.Position SummaryThe Lead, 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.
As a leader within the Client Experience team, the Lead, Client Experience drives successful outcomes for core clients while providing day-to-day leadership, mentorship, and escalation support to the team. This role sets the standard for collaboration, accountability, and client experience by removing roadblocks, guiding priorities, and helping team members and technical resources succeed across all client support phases. The incumbent strengthens stakeholder relationships, supports continuous improvement, and champions a culture focused on trusted delivery, team development, and client success.
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/Mountain 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.
• 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 DutiesClient 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.

Powered by JazzHR

TGOs7pScbE