AI Delivery, Support Specialist

🔥 12 hours ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $70k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Ntiva, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2004

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Private equity on 2016-11

Consulting • Healthcare • Logistics

Ntiva, Inc. is a strategic IT services firm that delivers managed IT services, proactive cybersecurity, cloud and Microsoft solutions, and IT consulting to businesses across the United States. The company provides 24/7 support through local technician pods backed by a national team, offers compliance and vCISO expertise (CMMC, HIPAA, SOC 2), cloud architecture, and AI/digital transformation advisory to help organizations reduce downtime, improve security, and align IT with business goals. Ntiva serves a range of industries including government contractors, healthcare, financial services, nonprofits, law firms, manufacturing, and more.

📋 Description

• Lead discovery sessions to assess the client’s Microsoft 365 environment, data sources, security and compliance requirements, user personas, and priority use cases; document current state and requirements. • Configure and deploy Claude securely within the client’s Microsoft 365 tenant — identity/SSO (Entra ID), permissions and data-access scopes, and integration with Microsoft 365 applications (Teams, SharePoint, Outlook, and others). • Deploy and tailor the catalog of pre-built skills (prompts, parameters, and data connections); test and validate behavior before go-live. • Create and customize new skills beyond the pre-built catalog, and configure other Claude/AI solutions, to meet client-specific requirements. • Establish the client’s AI governance framework: acceptable-use and data-handling policies, access controls, guardrails, audit logging, and alignment to applicable compliance frameworks (e.g., SOC 2, HIPAA, GDPR). • Train client administrators and end users; create runbooks and quick-start materials. • Produce as-built/configuration documentation; manage scope, timeline, and stakeholders for each engagement. • Own intake, triage, and resolution of client support requests; manage service-level agreements (SLAs) and response/resolution targets, and keep clients informed. • Apply updates to Claude configuration and skills; track and adapt to Anthropic (Claude/model) and Microsoft 365 platform changes; keep integrations current and healthy. • Proactively monitor usage, performance, and errors; run periodic health checks and resolve issues before they affect users. • Continuously review AI governance adherence, audit logs, and usage-policy compliance; detect and remediate drift from the established framework. • Gather user feedback; recommend new skills, optimizations, and version upgrades; manage the change pipeline. • Serve as an ongoing client point of contact; run periodic reviews; produce usage/value and support reporting; surface renewal and expansion opportunities; coordinate escalations with Anthropic and Microsoft support.

🎯 Requirements

• Hands-on Microsoft 365 administration experience (Entra ID, Purview, Teams, SharePoint, Microsoft 365 admin center) • Working knowledge of Claude or comparable large-language-model tooling, including prompt design and configuring AI skills/agents • Solid security and compliance awareness and secure-configuration practices • Technical configuration skills — APIs, integrations, SSO/identity, and data-access scoping • Service-delivery and support fundamentals, including SLA and ticket/queue • Strong client-facing skills: discovery facilitation, requirements gathering, relationship management, and clear communication and reporting • Project/engagement management ability and strong documentation discipline • Bonus points for: Microsoft certifications (e.g., MS-102, SC-300, or SC-900) • Prior experience at a managed services provider (MSP) or in professional/managed services • Experience deploying AI or automation solutions in enterprise environments • Customer-success experience (relationship management, renewals, value reporting)

🏖️ Benefits

• Medical, Dental and Vision coverage for employee and family • 401k + company-matched contributions • 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days) • Group Term Life and Accidental Death and Dismemberment coverage (company provided) • Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided) • Health Savings Account (HSA) Options / PPO Options • Employee Assistance Program • Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays • Education Reimbursement Program • Generous Employee Referral Program - cash bonus for successful referrals! • Dynamic Recognition and Rewards • Clear Promotion and Advancement Tracks • Work with Industry-Leading Talent