About Charter:
Founded in 1997, Victoria headquartered Charter has grown into one of Canada’s foremost fastest growing Information Technology providers in the country, providing a broad array of high value product and service solutions to clients operating some of the most mission critical networks and applications.
If you are looking to be an integral part of a vibrant, success-based environment with the core values of empowerment, flexibility, agility, innovation, high knowledge based, life balanced, and high ethics deeply embedded into the everyday culture then Charter is a place for you to look. We are a high energy business focused team, providing the highest possible customer experience, with best-in-class engineering support.
About the Role:
Charter is looking for a Microsoft Solutions Expert to play a critical role in supporting Charter customers across the full technology lifecycle—from strategic planning and solution deployment through to ongoing support, incident resolution, and proactive advisory services.
In this senior position, you’ll combine deep technical expertise with a strong customer‑first mindset to deliver high‑quality, end‑to‑end Microsoft solutions.
You’ll work closely with cross‑functional teams to ensure seamless delivery, optimize operational performance, and continuously improve the customer experience.
Responsibilities
- Collaborate on solution design by translating customer requirements into technical architectures and specifications.
- Contribute to project planning, work breakdown structures, and Statements of Work (SOWs).
- Configure, deploy, migrate, and commission Microsoft-based technology solutions, ensuring on-time and successful delivery.
- Provide proactive environment management, technical recommendations, and continuous service optimization for clients.
- Deliver timely technical support aligned with ITIL frameworks, meeting defined Service Level Objectives (SLOs).
- Manage critical incidents with 24/7/365 engagement, including on-call rotation and after-hours mission-critical support.
- Handle standard break/fix incidents, upgrades, patching, and maintenance within agreed customer maintenance windows.
- Lead escalations with Microsoft Support and partner vendors, driving incidents through to verified resolution.
- Build and maintain strong customer relationships through proactive communication, portals, and omni-channel updates.
- Act as the client Subject Matter Expert (SME), managing daily operations, runbooks, and accurate documentation.
- Mentor junior team members and lead complex troubleshooting and root cause analysis efforts.
- Conduct customer QBRs, technology roadmaps, cloud cost optimization, licensing management, and Adoption & Change Management initiatives.
Required Qualifications and Experience:
- Post-secondary degree or diploma in Information Technology or related field.
- 10+ years’ experience in an IT-related role, with extensive experience supporting Enterprise or Public Sector clients.
- Professional-level Microsoft certifications (e.g., Azure Solutions Architect Expert, M365 Administrator Expert, Power Platform Developer/Architect, or equivalent Solutions Partner competencies). ITIL certification is highly desirable.
- Proficiency in IT Service Management (ITSM) platforms, complex troubleshooting, and customer service across Microsoft domains.
- Deep expertise in Microsoft Cloud & Infrastructure (Azure, Azure Virtual Desktop, Windows Server) preferred
- Expertise in Business Applications & Data (Dynamics 365, Power Platform, Power BI, SharePoint) preferred
- Modern Work & Security (Intune, Microsoft 365 Endpoint Administrator, Identity/Compliance) preferred
- Scripting tools and languages such as PowerShell, Ansible, Python preferred
Knowledge, Skills, and Abilities
- Strong written and verbal English communication skills.
- Ability to build positive relationships and collaborate effectively in a team environment.
- Strong analytical troubleshooting capabilities with clear communication of updates.
- Commitment to personal growth and contributing to a positive team environment.
- Business-minded approach to technology, focusing on customer needs.
- Competence in creating professional technical documentation using tools such as Word, PowerPoint and Visio.
- Proficiency with project management and time-tracking tools.
- Strong interpersonal skills and self-motivation, with the ability to prioritize tasks and work independently.
Working Conditions:
- Hybrid Work Environment:
- Working up to 2/3 days a week, as and when required, in Charter office facilities in Victoria, Burnaby or Calgary, with flexibility to work from home using Charter provided tools and equipment.
- The successful candidate is required to be located in Calgary, AB, Victoria BC or Burnaby, BC.
- Overtime – May be required for project cutovers, migrations, and support escalations.
- On-Call – Scheduled on rotation basis.
- Travel – Minimal travel within Canada. Must have valid driver’s license
- Comprehensive benefits package with profit sharing
- Criminal background check clearance can be required.
If you think that you are a good fit, please apply - we look forward to hearing from you!
Charter is an equal-opportunity employer committed to inclusive, barrier-free recruitment and selection processes. Diversity forms the foundation for excellence and Charter seeks team members who will work respectfully and constructively with everyone. We encourage applications from members of groups that have been historically underrepresented on any grounds listed under the Human Rights Code, including gender, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age and/or self-identify as Indigenous (status, non-status, Metis, and Inuit). To request an accommodation in completing an employment application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to people @charter.ca
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