AI Delivery & Support Specialist

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!How You’ll Make an Impact: The AI Delivery and Support Specialist owns the full lifecycle of Ntiva’s AI solutions for clients, starting with our Claude for Microsoft 365 offering. On the delivery side, you’ll scope and run new client engagements from discovery, through secure configuration of Claude in the client’s Microsoft 365 environment, deployment and creation of skills, and establishment of AI governance, to go-live and handoff. On the support side, you’ll keep live client environments healthy, governed, and continuously improving, resolving issues within agreed service levels. Location and Work Expectations: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).What You’ll Be Doing: 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.You’ll be successful in this role if you have: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).Adaptability to a growing range of AI tools and solution