Client Technology Specialist

New Charter Technologies•Remote - New Hampshire, NH

9d•$75,000 - $90,000•Remote

About The Position

New Charter Technologies is seeking a Client Technology Specialist to support client environments through responsive technical service, proactive operations, and AI-enabled solutions within the Strategic Services department. The role combines technical troubleshooting, client relationship management, and hands-on onboarding with opportunities to improve how technology services are delivered. The specialist is a primary technical point of contact for assigned clients, resolving issues across Microsoft 365, endpoint devices, identity, networking, and business applications. Working with automation and engineering teams, the specialist validates AI-assisted recommendations, applies technical judgment, and helps turn recurring service needs into scalable solutions. The successful candidate communicates clearly, takes accountability for client outcomes, demonstrates strong security awareness, and is comfortable working in an evolving, collaborative remote environment. The role reports directly to the EVP leading the AI service team. New Charter prioritizes candidates in New Hampshire but is open to remote candidates, with a preference for the East Coast. On-call coverage and rotation for urgent client needs outside business hours are part of the role.

Requirements

3–5 years of experience in IT support or managed services, including at least 2 years at Level 2 or escalation level.
Daily hands-on use of AI assistants such as Claude, ChatGPT, or Microsoft Copilot in technical work, with examples of guiding them through real troubleshooting.
Strong working knowledge of Microsoft 365 administration, including Entra ID, Intune, Exchange Online, SharePoint/OneDrive, and Teams.
Working knowledge of Windows and macOS endpoints and networking fundamentals.
Command-line and scripting comfort, with PowerShell preferred; ability to read and reason about scripts written by people or AI.
Comfort building or maintaining workflows in MSP automation platforms such as Rewst, Pia, or Microsoft Power Automate, and a habit of automating repeat tasks.
Experience onboarding new clients to an MSP or running user onboarding and offboarding at scale.
Working knowledge of security fundamentals, including MFA, least privilege, endpoint encryption, patching, and incident escalation.
Clear written and verbal communication with non-technical business owners and office managers.
Mature judgment when handling risk and broad access; checks scope and seeks approval before making hard-to-reverse changes.
Ability to take ownership of outcomes and follow requests through to confirmed completion.
Ability to collaborate effectively with a remote team asynchronously, in writing, and in Teams.

Nice To Haves

Experience with MSP tooling such as RMM, PSA, and documentation platforms.
Familiarity with issue tracking such as GitHub Issues.
Certifications such as CompTIA A+, Network+, Security+, Microsoft MD-102, or MS-102; preferred but not required.
Builder’s instinct and willingness to address root causes and turn manual solutions into lasting improvements.
Openness to AI while recognizing its limitations and ability to guide it effectively.
Comfort communicating with clients, including delivering bad news or recommending changes.
Comfort with ambiguity in a fast-moving business unit and willingness to help define the role as it develops.

Responsibilities

Serve as the main technical contact for assigned clients and communicate proactively in plain language about issues, planned changes, recommendations, and decisions.
Resolve Level 2 issues using the service platform, internal tools, agents, and AI assistants, including issues involving Microsoft 365, endpoints, identity, networking, and line-of-business applications; provide hands-on support when needed.
Troubleshoot Microsoft 365 tenant and identity issues involving Entra ID authentication, MFA, Conditional Access, Exchange Online, Teams, SharePoint, Intune, and endpoint configuration.
Escalate complex infrastructure or cloud issues to senior engineers with diagnostic findings, documentation, and client updates.
Validate AI-generated diagnoses and remediation plans, identify incorrect or invented answers, guide the system, and confirm results with clients.
Close the loop on client requests, drive solution implementation, and confirm completion with requesters.
Lead technical client onboarding, including granting access, reviewing platform findings, obtaining decisions on security and configuration gaps, and bringing environments to the Strategic Services baseline.
Own user onboarding and offboarding, including devices, accounts, access, first-login experience, terminations, access removal, and appropriate data handling.
Support standardized account provisioning, licensing, and access changes using approved PowerShell scripts and platform workflows; verify results and maintain role-based access controls.
Coordinate device replacements with New Charter procurement and depot partners, including hardware orders, swaps, data transfer, and account access.
Use unified client-environment data and internal tools to identify risks proactively and present data-backed recommendations, including hardware refresh recommendations.
Apply disciplined change control, checking scope and impact, following approval and change procedures, communicating before acting, and documenting changes.
Maintain client environments in alignment with internal security and compliance policies, and recognize and escalate potential incidents under incident response playbooks.
Document manual solutions and work with the team to make repeat solutions available through the platform.
Partner with automation and engineering teams to identify repeatable service tasks, document requirements, test and improve approved workflows, and support controlled client rollouts.
Maintain workflow and issue documentation, including reproduction steps, change history, and testing outcomes, using established tracking and version-control practices.
Log defects and improvement ideas in the issue-tracking system with clear reproduction details and participate in prioritization discussions.
Record outcomes that do not become tickets, such as questions answered by the platform and problems prevented, so clients and leadership can see delivered value.
Help clients adopt AI, show users how to work with related AI tools, and support AI enablement during onboarding when in scope.
Participate in on-call coverage and rotation for urgent client needs outside business hours.