At a Glance
- Tasks: Provide expert onsite IT support and mentor field technicians for top-notch service delivery.
- Company: Join a leading MSP known for its commitment to client satisfaction and technical excellence.
- Benefits: Enjoy competitive pay, flexible working conditions, and opportunities for professional growth.
- Other info: Dynamic role with opportunities for continuous learning and career advancement.
- Why this job: Make a real impact by enhancing client experiences with your technical expertise and leadership skills.
- Qualifications: Proven experience in IT support and strong mentoring abilities are essential.
The predicted salary is between 37800 - 46200 £ per year.
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.
- Saa S & 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
- #J-18808-Ljbffr
Sr Technician, Site Services employer: Abacus
Join a dynamic, medium-sized accountancy firm in Belfast that prioritises your professional growth and values your contributions. With a strong focus on work-life balance, competitive benefits, and a collaborative culture, this firm offers you the chance to lead impactful audit engagements while mentoring a talented team. Experience direct access to decision-makers and real opportunities for advancement in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Sr Technician, Site Services
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Abacus values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Abacus might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Abacus!
✨Direct Apply to Abacus
Let's not forget to apply directly through the Abacus website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Sr Technician, Site Services
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Abacus.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Abacus. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Abacus
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
