Client Technology Specialist

You’ve gone deep into AI, and you want to put it to work. You test ideas, challenge weak answers, and keep pushing until the solution works. You bring strong technical troubleshooting experience, confidence with clients, and the drive to make service better every time you touch it.

At New Charter, we’re building an AI-forward approach to IT service, and you’ll help shape how it works. As our Client Technology Specialist, you’ll solve real client problems, lead thorough technical onboarding, and turn frontline experience into improvements with our automation and engineering teammates. The goal is precise, reliable, software-driven service that earns clients’ confidence and delights them with the result.

You’ll report directly to the EVP leading our AI service team, in a direct, high-energy environment that values ownership, candid feedback, and constructive challenge. Bring your point of view. Ask the hard question. Take initiative, follow through, and know when a decision needs approval or a problem needs escalation. We want someone who can move work forward while protecting the clients who trust us.

If you’re excited to combine technical depth, client relationships, and AI to help build a better way of delivering service, we’d like to meet you.

We’re prioritizing candidates in New Hampshire for this role, but we’re open to remote candidates, with a preference for the East Coast.

New Charter Technologies is seeking a Client Technology Specialist to support client environments through responsive technical service, proactive operations, and AI-enabled solutions within our Strategic Services department. This role combines technical troubleshooting, client relationship management, and hands-on onboarding with opportunities to improve the way technology services are delivered.

The Client Technology Specialist serves as a primary technical point of contact for assigned clients, resolving issues across Microsoft 365, endpoint devices, identity, networking, and business applications. Working closely with automation and engineering teams, this individual validates AI-assisted recommendations, applies sound technical judgment, and helps convert recurring service needs into scalable solutions.

Success in this position requires clear communication, accountability for client outcomes, strong security awareness, and comfort working in an evolving, collaborative remote environment.

Client Support & Communication

• Serve as the main technical contact for assigned clients, communicating proactively and in plain language about issues, planned changes and recommendations, and decisioning.
• Resolve Level 2 issues through the platform using internal tools, agents, and AI assistants to investigate and resolve issues across Microsoft 365, endpoints, identity, networking and line-of-business applications, and step in as hands-on when the platform cannot.
• Troubleshoot Microsoft 365 tenant and identity issues, including Entra ID authentication, MFA, Conditional Access, Exchange Online, Teams, SharePoint, Intune and endpoint configuration.
• Escalate complex infrastructure or cloud issues to senior engineers with clear diagnostic findings, documentation and client updates.
• Validate AI output before acting and assess whether an AI-generated diagnosis or remediation plan is reasonable for the problem.
• Catch wrong or invented answers, redirect the system, and confirm results with the client.
• Close the loop on client requests, drive implementation of solutions, and confirm completion with the requester.

Client Onboarding & Lifecycle Management

• Lead technical client onboarding, including granting access, reviewing the platform’s findings with the client, getting decisions on security and configuration gaps (MFA, encryption, legacy systems, admin rights), and driving the environment to the Strategic Services baseline.
• Own user onboarding and offboarding, including devices, accounts, access and the first-login experience, in addition to coordinating or completing terminations within each client’s required window, with access removed and data handled correctly.
• Support standardized account provisioning, licensing and access changes using approved PowerShell scripts and platform workflows; verify results and maintain appropriate role-based access controls.
• Coordinate device replacements. Work with New Charter procurement and depot partners on hardware orders, swaps, data transfer and account access, so a replacement device is a smooth experience for the user.

Proactive Operations & Security

• Work proactively from unified data and use internal tools for single view of client environments to find risks before users notice them, such as end-of-life operating systems, resource strain, thermal or hardware warnings and failed sign-ins; and bring data-backed recommendations, including hardware refresh, to the client.
• Exercise disciplined change control and treat powerful platform controls, such as fleet-wide encryption or lockdown actions, with care.
• Start read-only, confirm scope and impact, follow approval and change procedures, communicate before acting, and document what changed.
• Uphold the security baseline. Keep client environments aligned with internal security and compliance policies, and recognize potential incidents and escalate them under the incident response playbooks.

Platform Improvement & Automation

• Fix it forever, not just today; when something has to be solved by hand, solve it, document it, and work with the team so the platform can handle it next time.
• Partner with automation and engineering teams to identify repeatable service tasks, document requirements, test and improve approved workflows, and support controlled rollout to clients.
• Maintain clear workflow and issue documentation, including reproduction steps, change history and testing outcomes, using the team's established tracking and version-control practices.
• Feed the product loop by logging defects and improvement ideas in the team’s issue-tracking system with clear reproduction details, and take part in prioritization discussions.
• Make invisible work visible by recording outcomes that never become tickets, such as questions the platform answered and problems prevented, so clients and leadership can see the value delivered.
• Help clients adopt AI and show client users how to work with related AI tools and support AI-enablement work as part of onboarding when it is in scope.
• Take part in on-call coverage and on-call rotation for urgent client needs outside business hours.

• 3–5 years in IT support or managed services, including at least 2 years at a Level 2 or escalation level.
• Daily, hands-on use of AI assistants (for example Claude, ChatGPT or Microsoft Copilot) in technical work, with examples of guiding them through real troubleshooting.
• Strong working knowledge of Microsoft 365 administration (Entra ID, Intune, Exchange Online, SharePoint/OneDrive, Teams), Windows and macOS endpoints, and networking fundamentals.
• Comfort at the command line and with scripting (PowerShell preferred); able 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 the habit of turning repeat tasks into automations.
• Experience onboarding new clients to an MSP, or running user onboarding and offboarding at scale.
• Working knowledge of security fundamentals: MFA, least privilege, endpoint encryption, patching and incident escalation.
• Experience with MSP tooling (RMM, PSA, documentation platforms); familiarity with issue tracking such as GitHub Issues is a plus.
• Clear written and verbal communication with non-technical business owners and office managers.
• Compensation range of $75,000 to $90,000 Dependent on Experience

• Mature judgment about risk. Uses wide access carefully. Pauses, checks scope and asks before making changes that are hard to undo.
• Builder’s instinct. Will spend four hours fixing something for good rather than twenty minutes fixing it once.
• Open to AI without being naïve. Expects AI to be wrong sometimes, still sees its value, and gets better results by guiding it rather than abandoning it.
• Comfortable with clients. Enjoys talking with clients, including when there is bad news to deliver or a change to sell, and is not stressed by it.
• Steady amid change. Comfortable with ambiguity in a young, fast-moving business unit, and willing to help define the role as it develops.
• Owns outcomes. Follows a request through to confirmed completion and takes responsibility for the client’s experience.
• Collaborative and asynchronous. Works well with a remote team, in writing and in Teams, and shares what they learn.

• Certifications such as CompTIA A+, Network+ or Security+, or Microsoft MD-102 or MS-102, preferred but not required.