Professional Services Technician III

6 days ago

Edmonton, Alberta, Canada Framewerx Full time $80,000 - $120,000 per year

Role Purpose
The Professional Services Technician III is a senior technical implementer and trusted peer resource within the Professional Services department. This role is responsible for leading project implementations, resolving complex technical challenges, and mentoring Tier I and II technicians. Level III technicians are expected to operate independently, model Framewerx delivery standards, and contribute directly to successful project outcomes.

This is a lead-ready position. Technicians in this role may be assigned leadership responsibilities during project work, client escalations, or coverage for departmental leadership. While not all Technician III staff hold a formal leadership title, they are considered part of the Framewerx succession bench and are expected to influence the maturity and performance of the team around them.

Key Responsibilities

  • Execute complex implementation tasks, including system migrations, network redesigns, firewall and endpoint security deployments, and cloud infrastructure rollouts.

  • Serve as the technical lead on assigned projects, coordinating timelines, dependencies, and handoffs with internal stakeholders.

  • Provide mentorship, QA, and process reinforcement to Tier I and II technicians during execution.

  • Identify risks and gaps in scopes, escalate early, and propose technical solutions that align with standards.

  • Collaborate directly with the Project Manager and vCIO on planning, documentation, and post-deployment transitions.

  • Maintain complete and accurate records in PSA, RMM, IT Glue, and other system-of-records.

  • Contribute to the improvement of checklists, playbooks, and technical standards used by the department.

Success Metrics

  • Project delivery accuracy and on-time completion.

  • Peer mentorship effectiveness and QA feedback.

  • Technical complexity handled independently.

  • Internal escalation reduction.

  • Documentation completeness and clarity.

  • Leadership readiness behaviors exhibited.

Qualifications

Must meet all Tier II qualifications, and:

Either:

  • Has completed 3 years of total service at Framewerx,

Or:

  • Has 2+ years of team lead experience in the MSP or IT Services industry

Additional expectations include:

  • Demonstrated expertise across multiple infrastructure domains (servers, switching, firewalls, M365, migrations).

  • Ability to lead fieldwork and delegate work segments effectively.

  • Confidence in cross-functional coordination with vCIO, TAM, and leadership.

  • Capable of stepping into project leadership or technical escalation roles without direct supervision.

Cultural and Behavioral Expectations

  • Respected by peers for technical clarity and calm leadership.

  • Leads by example and provides feedback constructively.

  • Operates independently but loops others in early on critical risks.

  • Trusted to own deliverables, set expectations, and finish strong.

  • Invested in the team's maturity, not just individual outcomes.

  • Demonstrates readiness for formal leadership roles through action and accountability.

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