Client Technology Specialist

This is a fully remote position, open to applicants in New Hampshire.

📋 Description

• Act as the primary technical liaison for designated clients

• Address Level 2 issues related to Microsoft 365, endpoints, identity management, networking, and business applications

• Diagnose Entra ID authentication, MFA, Conditional Access, Exchange Online, Teams, SharePoint, Intune, and endpoint configurations

• Escalate intricate infrastructure or cloud challenges with detailed diagnostic findings, documentation, and client updates

• Confirm the validity of AI-generated diagnostics and remediation strategies prior to execution

• Complete client requests and verify the resolution of issues

• Lead the technical onboarding process for clients and align environments with the Strategic Services baseline

• Manage user onboarding and offboarding processes, encompassing devices, accounts, access, terminations, and data management

• Assist in account provisioning, licensing, and access modifications via PowerShell scripts and platform workflows

• Collaborate with procurement and depot partners for device replacement coordination

• Proactively assess risks within client environments and provide data-driven recommendations

• Adhere to change-control, approval, communication, and documentation protocols

• Uphold security baselines and identify and escalate potential incidents

• Collaborate with automation and engineering teams to convert repetitive service tasks into streamlined workflows

• Maintain documentation of workflows and issues using tracking and version-control methodologies

• Record defects and improvement suggestions and engage in prioritization discussions

• Document outcomes that do not result in tickets to showcase delivered value

• Assist clients in adopting AI and support AI enablement efforts during onboarding

• Participate in on-call support and rotation for urgent client matters outside regular business hours

⛳️ Requirements

• 3–5 years of experience in IT support or managed services, including a minimum of 2 years at Level 2 or escalation level

• Daily, hands-on experience with AI assistants such as Claude, ChatGPT, or Microsoft Copilot in technical tasks

• Comprehensive knowledge of Microsoft 365 administration, including Entra ID, Intune, Exchange Online, SharePoint/OneDrive, and Teams

• Proficient in working with Windows and macOS endpoints and foundational networking concepts

• Experience with command-line tools and scripting; PowerShell is preferred

• Ability to interpret and analyze scripts crafted by individuals or AI

• Familiarity with building or maintaining workflows in MSP automation platforms like Rewst, Pia, or Microsoft Power Automate

• Experience onboarding new clients to an MSP, or managing user onboarding and offboarding on a large scale

• Knowledge of MFA, least privilege principles, endpoint encryption, patching, and incident escalation procedures

• Experience with MSP tools including RMM, PSA, and documentation systems

• Familiarity with issue tracking platforms such as GitHub Issues is a plus

• Excellent written and verbal communication skills with non-technical business owners and office managers

• Certifications like CompTIA A+, Network+, Security+, Microsoft MD-102, or MS-102 are preferred but not mandatory

🏝️ Benefits

• Opportunities for growth and learning

• Employee benefits package

• Initiatives for company innovation

• Flexible remote work environment

• Compensation for on-call rotation not specified