Role Purpose
The Professional Services II Technician plays a critical role in supporting the successful delivery of IT projects, assisting with project planning, coordination, and implementation while ensuring client satisfaction. The technician collaborates closely with clients, internal teams, and senior project technicians to deliver high-quality IT solutions.
This is an external hire: candidates are not required to have prior Framewerx experience. The role is occasionally directed on the more complex aspects of the work and is gaining exposure to some of the more complex tasks within the job function, while being trusted to run standard projects independently.
Key Responsibilities
Project Support and Documentation
- Understand Professional Services objectives, as well as the role and function of internal team members.
- Keep an accurate and up-to-date timesheet.
- Create and maintain documents related to projects.
- Perform entry-level tasks and assist the project team, including scripted small projects.
- Run standard projects independently, with occasional direction on more complex tasks.
Technical Deployment and Administration
- Manage basic network deployments.
- Carry out moderate to advanced server deployments.
- Perform SaaS deployment.
- Support new organization onboarding and offboarding.
Data Centre and Design Desk Operations
- Support data centre operations as assigned.
- Contribute to design desk activities.
Client and Team Collaboration
- Diagnose and resolve technical issues efficiently, using logical and analytical troubleshooting.
- Communicate clearly with clients and translate technical concepts for non-technical users.
- Provide excellent customer service, with patience and empathy when addressing user concerns.
- Collaborate well within the team, sharing knowledge and assisting colleagues as needed.
- Adapt to changing priorities and new technologies, and apply feedback to improve performance.
Success Metrics
- % of time on projects.
- Assigned tasks completed on time.
Qualifications
Required
- 5+ years of experience in a technical role.
- Capable of handling multiple projects simultaneously.
- Able to manage high-pressure situations professionally, calmly, and with urgency.
- Ability to work independently and provide progress reports.
- Solid work ethic, initiative, and strong customer service skills.
- Strong analytical skills to troubleshoot technical computer and network problems using documentation and own knowledge, with the judgment to know when to escalate to the next level of support.
- Excellent written and verbal communication skills.
- Windows Server administration and role administration experience.
- Windows workstation administration experience.
- Experience with Office 365 and Google Workspace management.
- Experience with Azure management.
- Network and firewall administration experience.
- Valid Class 5 driver's license and a reliable vehicle in good repair.
- Valid Canadian passport and ability to travel within North America.
Cultural and Behavioural Expectations
- Dependable and consistent in performing duties and meeting commitments.
- Trustworthy in handling sensitive information and tasks.
- Proactive in identifying and addressing issues, and willing to take on new challenges.
- Committed to continuous improvement, seeking feedback and applying it to enhance performance.
- Attentive to detail, with careful review of work to avoid errors and ensure accuracy.
- Aware of basic cybersecurity practices and vigilant in following security policies and procedures.
- Flexible and open to learning as priorities and technologies change.
Benefits: (after 3 months)
Dental care
Extended health care
Life insurance
Paid time off
RRSP match (after 1 year)
**Please note: Our application process has 2 steps, first you must complete the Culture Index Survey attached to the relevant job posting (https://go.cultureindex.com/p/qbRY6ACkAglh71W3MZE), then you must submit your resume. Only applicants who complete both steps will be considered. Thank you
Pay: $70,000.00-$90,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
Licence/Certification:
- Driving Licence (required)
Work Location: In person
