Job Summary:
The Senior Technician, Site Services provides expert, high-touch onsite IT support across MSP client environments, serving as a primary technical escalation point for complex physical and local infrastructure incidents that cannot be resolved remotely. Working closely with the Site Services Manager, this senior role combines advanced hands-on technical execution with leadership responsibilities—including mentoring field technicians, conducting onsite ride-along evaluations, and driving continuous process and technological improvements to elevate the overall client experience.The primary focus of this role is to deliver a white-glove customer experience during all onsite engagements, govern ticketing and time-tracking fidelity, and actively evaluate and upskill field personnel. By identifying operational and technical gaps during client visits, this position ensures consistent service delivery quality, refines onsite troubleshooting playbooks, and strengthens overall client satisfaction.
Responsibilities
Onsite Support & White-Glove Service Delivery
- Advanced Onsite Technical Execution: Deliver high-level, hands-on technical support across diverse client offices and workplace environments.
- Complex Escalation Resolution: Act as the primary field escalation point to troubleshoot and resolve intricate hardware, network, and environmental incidents that exceed remote Service Desk capabilities.
- White-Glove Customer Experience: Maintain a premium, high-touch service approach during all client interactions, ensuring professional communication, clear expectations, and minimal disruption to business operations.
- Client Workplace Standards: Audit and enforce cleanliness, cable management, and hardware labeling standards across client office infrastructure and workstations.
Technical Expertise & Infrastructure Management
- End-User Environment Troubleshooting: Diagnose and resolve complex physical and system-level issues involving end-user hardware (laptops, desktops, mobile devices), and local peripherals.
- SaaS & Infrastructure Support: Manage and troubleshoot local configurations related to M365, Entra ID (Azure AD), and email security platforms (e.g., Mimecast).
- Local Network Diagnostics: Perform basic to intermediate physical and logical network troubleshooting, including switch patching, firewall connectivity checks, Wi-Fi heat/coverage validation, and cable runs.
- Lifecycle & Onboarding Execution: Perform hardware builds, system deployments, and workstation refreshes while coordinating cross-functionally with SME teams to execute seamless user onboarding/offboarding workflows.
Staff Mentorship & Field Quality Audits
- Field Mentorship & Coaching: Actively mentor Site Services technicians, guiding them on technical best practices, professional etiquette, and efficient diagnostic methodologies.
- Evaluative Ride-Alongs: Conduct structured ride-alongs with field personnel to evaluate real-time onsite technical execution, customer interaction skills, and adherence to company service delivery standards.
- Performance Feedback Loops: Provide actionable feedback, coaching notes, and technical training recommendations to the Site Services Manager following ride-along evaluations.
Process Improvement & Ticket / Time Management
- Process & Technology Optimization: Proactively identify systemic site defects, outdated client infrastructure, and field workflow bottlenecks, recommending modern technological solutions and playbook enhancements.
- Real-Time Ticket Administration: Ensure all assigned tickets and field dispatch requests are updated in real-time with comprehensive, highly detailed, and customer-ready notes.
- Precision Time Tracking: Rigorously log all travel, onsite diagnostic time, and project execution hours within the ticketing system to ensure accurate billing and SLA compliance.
Key Performance Indicators (KPIs)
- Onsite First-Time Fix Rate (FTFR): Maximize the percentage of onsite dispatches resolved during the initial client visit without requiring follow-up dispatches.
- Onsite CSAT & Experience Score: Maintain top-tier customer satisfaction ratings on post-dispatch transactional surveys following onsite engagements.
- Real-Time Ticket & Time Accuracy: Ensure 100% compliance with real-time ticket note entries, work log accuracy, and prompt time-sheet submissions.
- Field Team Capability Growth: Measurable improvement in technician performance and audit benchmarks resulting from mentoring sessions and ride-along feedback.
Skills
- Advanced Onsite Diagnostics: Deep hands-on expertise in troubleshooting workspace hardware, local networking infrastructure, and workstation environments.
- Field Leadership & Coaching: Strong ability to mentor technical personnel, deliver constructive feedback, and evaluate live technical performance in front of clients.
- White-Glove Communication: Exceptional interpersonal skills with the ability to build rapport with executive stakeholders and end users alike during high-friction outage situations.
- Process & Workflow Engineering: Capability to identify physical or process inefficiencies at client sites and convert them into standardized SOPs or technical upgrade recommendations.
Qualifications
- 10+ years of hands-on field technician or onsite IT support experience, preferably within an MSP or multi-tenant corporate environment.
- Proven experience serving as a senior or lead technician responsible for guiding junior staff.
- Strong working knowledge of Windows/Mac OS, Microsoft 365, Entra ID (Azure AD), and basic Cisco/Meraki networking.
- Must have valid driver’s license, reliable transportation, and willingness to travel regularly across regional client locations.
- Relevant industry certifications (e.g., CompTIA A+/Network+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation) strongly preferred.
- Experience supporting financial services, banking, or wealth management clients is preferred, particularly a demonstrated familiarity with high-compliance and white-glove support standards
- Ability to lift up to 50 pounds
Traits
- Client-Centric Ambassador: Naturally focused on delivering an elite customer experience and representing the company with professionalism.
- Observant & Analytical: Quick to spot hidden technical vulnerabilities, messy cabling, or process gaps during physical site walk-throughs.
- Patient Mentor: Passionate about coaching others, sharing technical knowledge, and elevating the skills of the broader field team.
- Adaptable & Calm Under Pressure: Highly composed when navigating unexpected hardware failures or challenging client environments on short notice
The Benefits of Working for Abacus
- Exposure to a diverse array of technologies.
- Internal opportunities for career advancement.
- Part of a team of experienced technicians that aim to deliver exceptional service
- Competitive compensation.
- Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
- Opportunities to further technical education through online courses.
- Positive, friendly, and supportive office environment.
- Workplace perks including healthy snacks and team-building events.