Sr Technician, Site Services

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.

• 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  (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.

• 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-Ti…