We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.
About the Role
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.
Summary
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.
Primary Responsibilities
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…