About Charter: Founded in 1997, Victoria headquartered Charter Telecom Inc. 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.
Position Summary: The Managed Services Delivery Expert, within Charter Managed Services (CMS), requires someone who can maintain a positive relationship with our client with alignment to client deliverables and timelines. You will be responsible for daily operations, proactive management, technology recommendations, implementing best practices, managing incidents/request while ensuring Service Level Agreements are maintained. You will be the client Subject Matter Expert (SME) and act as an extension of their workplace(s) while maintaining accurate runbooks and documentation.
The successful candidate must be based in Calgary and be able to report to our client's site in downtown Calgary a minimum of 4 days/week.
Key Responsibilities: Maintain high touch relationships with clients, delivering an exceptional customer experience by representing the client technical environment
Provide and implement recommendations on systems, application upgrades, and patching
Assist with delivery of client projects as part of the client’s implementation team
Perform proactive maintenance tasks and handle technical workload in accordance with our client’s policies, expectations, and customer service commitments
Identify, diagnose and resolve network problems including connectivity, performance issues, traffic utilization, etc. in a timely fashion
Provide timely delivery of customer communications regarding service announcements, planned maintenance, disruptions and restoration of services




Administer and/or triage Service Desk incidents/requests for clients
Maintains accurate runbooks and technical documentation
Assist in establishing process and identify operational efficiencies
Participate in after-hours upgrades, support, and on-call rotation as required
Act as the client advocate while coordinating with key stakeholders
Identify and recommend technical improvements within client environments
Analyze client incidents to identify problems and areas of improvement
Recommend efficiencies for service improvement within client and CMS environment
Interface with third party vendors as liaison between Managed Service clients and vendors as required
Qualifications: Bachelor’s degree in related discipline (Electronics & Computer Engineering Technology, Network & Electronics Technician, etc.) from an accredited institution, or equivalent combination of directly related work experience and education
Minimum of 5+ years of relevant industry experience. Experience working in a Value-Added Reseller (VAR), Solutions Integrator (SI), or Managed Services Provider (MSP) an asset
Minimum of 5+ year’s previous hands-on technical experience with Cisco technologies, Fortinet, Extreme, and F5
Professional level Fortinet/HPE/Extreme/Cisco (NSE/ACP/ECS/CCNP) or equivalent
Willingness to pursue additional industry certifications
Knowledge, Skills & Abilities: Configure, maintain, and optimize enterprise firewalls
Demonstrated competence with LAN/WAN Routing and Switching
Strong knowledge of TCP/IP, routing protocols (BGP, OSPF), VLANs, VPNs, and network segmentation
Perform proactive monitoring and resolve complex network issues; positive technical analytical and correlation skills
Providing technical leadership and insight to develop secure network environments that reflect client business requirements
Self-motivated; demonstrated ability to take initiative,



effectively prioritize tasks and accomplish goals with minimal supervision
Excellent working knowledge and experience of Infrastructure Support, Data Centre, and IT Operations
Advises on controls and risk management processes and practices; identifies and recommends to management potential improvements or immediate risk concerns
Establish and maintains relationships and collaboration with 3rd party service providers and technology delivery partners
Develops and approves support documentation, system processes, and procedures that relate to all system and solution implementation within client environments
Robust foundational knowledge with the ability to quickly adopt adjacent technologies and products
Willingness to coach and mentor other team members
Strong interpersonal skills; proven team player with ability to deliver outstanding service
Ability to communicate clearly and effectively, both verbally and written to technical and business audiences
Working Conditions: Hybrid Work Environment: In the client modern downtown Calgary office location minimum 4 days/week and up to 5 days/week as requested
Data centre location(s) may be substituted for office days as required
Potential for remote work 1 day/week
Collaborative environment

Participate in on-call rotation
Overtime as required
Security clearance required
Minimal Travel – Less than 10%
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 [email protected].

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📌 Managed Services Delivery Expert (Alberta)
🏢 Charter Telecom
📍 Alberta