AI Delivery & Support Specialist

About the role

Ntiva is a Managed Services Provider that values growth, innovation, and teamwork. We help clients thrive both personally and professionally by providing strategic guidance, fast solutions, and proactive support.

Responsibilities

• 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.
• Techical 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.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of relevant experience in Microsoft 365 administration and AI/automation solutions.
• Experience with large language models and AI solutions in enterprise environments.
• Experience with Microsoft 365 and Microsoft Azure.
• Experience with Microsoft 365 Admin Center and Entra ID.
• Experience with Microsoft Purview and Teams.
• Experience with Microsoft 365 applications (Teams, SharePoint, Outlook).

Skills

• Microsoft 365 administration.
• Large-language-model tooling.
• Security and compliance awareness.
• Technical configuration skills.
• Service-delivery and support fundamentals.
• Client-facing skills.
• Project/engagement management.
• AI and automation solutions.

Benefits and Perks

• Medical, Dental, and Vision coverage for employee and family.
• 401k + company-matched contributions (4% match on 5% contribution - no vesting period).
• 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.

Pay

The base pay range for this position is expected to be between $70,000 and $80,000 per year, plus an annual on-target bonus of $ or % (or commission plan).

Schedule

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).