AI-Driven IT Client Specialist (Remote)

New Charter, LLC

New Hampshire

Remote

USD 75,000 - 90,000

Full time

3 days ago

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Job summary

New Charter Technologies is hiring a Client Technology Specialist to support client environments via responsive technical service, proactive operations, and AI-enabled solutions. You’ll be the primary tech contact for assigned clients, resolving issues across Microsoft 365, endpoints, identity and networking while driving onboarding and security.

Collaboration with automation and engineering teams is key to scalable improvements.

Qualifications

3–5 years in IT support or MSP, including Level 2 experience.
Strong Microsoft 365 administration and endpoint knowledge.
Proficient in scripting, especially PowerShell.
Experience onboarding clients at scale and managing lifecycle.
Solid understanding of security fundamentals and incident escalation.
Clear written and verbal communication with non-technical stakeholders.

Responsibilities

Serve as the main technical contact for clients; communicate issues and recommendations clearly.
Resolve Level 2 issues using internal tools and AI assistants across Microsoft 365, endpoints, identity, and apps.
Troubleshoot tenant/identity issues (Entra ID, MFA, CA, Exchange, Teams, SharePoint, Intune).
Escalate complex problems to senior engineers with documentation and client updates.
Validate AI output and ensure reasonable AI-driven diagnoses.
Lead technical onboarding and lifecycle management for clients.
Handle user onboarding/offboarding, licensing, access, and provisioning workflows.
Coordinate device replacements and work with procurement for smooth handoffs.
Drive proactive security checks and enforce baselines; escalate incidents per playbooks.
Identify repeat tasks, automate workflows, and document improvements with the team.