Senior Onsite IT Technician & Field Coach

ABACUS; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

ABACUS is seeking a Senior Technician, Site Services to provide expert onsite IT support across MSP client environments. You will escalate complex hardware, network, and environmental incidents beyond remote support, while mentoring field technicians and driving process improvements to elevate the client experience.

You will maintain a premium, high-touch service approach, govern ticketing and time-tracking fidelity, and contribute to onboarding workflows and playbooks.

Qualifications

• Advanced hands-on troubleshooting of workspace hardware and local network issues.
• Experience mentoring field technicians and conducting ride-alongs.
• Excellent communication with executives and end users during onsite engagements.

Responsibilities

• Deliver high-level onsite technical support across diverse client offices.
• Serve as primary field escalation point for complex hardware, network, and environmental incidents.
• Mentor Site Services technicians and conduct ride-alongs to evaluate performance.
• Document notes precisely in real time and uphold SLA-adherent processes.

Skills

Advanced Onsite Diagnostics

Field Leadership

Coaching & Mentoring

White-Glove Communication

Job description

ABACUS is seeking a Senior Technician, Site Services to provide expert onsite IT support across MSP client environments. You will escalate complex hardware, network, and environmental incidents beyond remote support, while mentoring field technicians and driving process improvements to elevate the client experience.

You will maintain a premium, high-touch service approach, govern ticketing and time-tracking fidelity, and contribute to onboarding workflows and playbooks.