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 solid.

- Invested in the team’s maturity, not just individual outcomes.

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

📌 Professional Services Technician III (Edmonton)
🏢 framewerx
📍 Edmonton