Sr Technician, Site Services

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...

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.

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 & 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.
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.
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.
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
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