Role Purpose

Skilled Services Technicians I & II deliver scoped project tasks, infrastructure changes, user onboarding and offboarding, and other scheduled service activities. This role is responsible for executing technical work within defined standards, contributing to stable deployments, and maintaining clean documentation.

Technician I roles are structured for early-career professionals or those transitioning into project delivery. Technician II roles carry greater autonomy and technical ownership, and are expected to support peer development and tooling improvements.

Key Responsibilities

- Execute structured project tasks such as user setup, endpoint deployment, licensing, and hardware installation

- Implement infrastructure changes, migrations, and remote or on-site device rollouts

- Complete and update documentation across IT Glue, PSA, and system-of-record platforms

- Support handoffs to Service Desk or client success team after successful delivery

- Escalate risks or gaps in scope early, and follow defined deployment standards

- Collaborate with the Project Manager and Tier III peers during planning, execution, and QA

- Maintain accurate time entry and status in PSA to ensure service visibility

Success Metrics

- Project accuracy and rework rate.

- Time entry completion and categorization.

- Documentation quality and handoff clarity.

- Feedback from Project Leads and Service Desk.





- Ticket and task completion within expected timelines.

- Client satisfaction post-deployment.

Qualifications

Tier I Requirements:

- 5–8 years of industry experience with a 2-year technical diploma,

OR

- 3–6 years of experience with a 4-year bachelor’s degree

AND

- Experience with structured IT environments and endpoint deployments

- Familiarity with Microsoft 365, hardware imaging, and desktop/network configuration

- Ability to follow structured checklists and ask for clarification when needed

Tier II Requirements:

- Meets all Tier I qualifications

AND

- Has completed 2 years of successful performance at Framewerx

OR

- Holds top-tier certifications in:

- Microsoft (AZ-104, MS-700)

- Kaseya (KCP, KCA)

- Fortinet (NSE 4+)

AND

- Demonstrated ability to complete larger scope tasks independently

- Experience assisting in deployment planning and tooling automation

Cultural and Behavioral Expectations

- Calm and structured communicator with strong attention to detail

- Thrives on process, execution, and tangible outcomes

- Comfortable asking questions and flagging blockers

- Takes pride in doing work right and finishing clean

- Works well in a team but doesn't require constant direction

- Treats documentation and handoffs as part of the deliverable, not an afterthought

📌 Professional Services – Technician I & II (Edmonton)
🏢 framewerx
📍 Edmonton