Sr Technician, Site Services

About this role

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.