Job Description
Current work authorization for Canada is required for all openings
Who We Are
At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.
Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and expertly.
Business Overview
The "Desktop Technical Services" team provides level 2 technical support to the Fidelity Canada line of businesses across Canada. Our operational success is driven by a strong team cohesion, focused around delivering a high level of service quality and customer experience to staff working remotely and in the office. We support approximately 1800 staff across the country from the main office in Toronto and a smaller regional office in Montreal, Calgary and Vancouver.
Key Accountabilities
Interact in a professional manner with all staff with a strong focus on customer satisfaction and resolution
Provide 'white glove' services to Executives and business critical staff such as Investment Management (Traders) and Sales
Respond promptly to VIP and afterhours on-call interactions
Strive to ensure all individual and team SLA targets are met
Adhere to all established processes and policies
Create and maintain related documentations and provide necessary training and guidance to staff as required
Use ServiceNow to manage all daily activities
Investigate incident and problem tickets for root cause and resolution
Escalate priority cases and engage vendors accordingly to ensure timely resolution or product delivery
Follow standard procedures for employee on-boarding, transfer and off-boarding
Maintain hardware inventory in ServiceNow and follow processes required to create and decommission equipment
Plan and procure equipment proactively for new hires, break-fix and annual refresh
Configure and deploy equipment approved per job role type or department
Manage devices configured with Microsoft Intune and Jamf Pro MDM
Support audio/video conferencing rooms (Zoom and Teams)
Manage assigned projects and initiatives
Provide local support at two disaster recovery sites (downtown Toronto and Vaughan).
Visit the regional office in Calgary and Vancouver if required
What We Are Looking For
Computer Science College Diploma / University Degree preferred or equivalent work experience
A+ certification (completed within last 5 years), ITIL v4
2-3 years of hands-on experience as a Desktop Technician (level 2) using:
Microsoft Windows 10/11 and Apple MAC operating systems
Microsoft Office 2016 / O365
Microsoft Deployment Toolkit
Deployment of images / configurations through SCCM, Jamf Pro and Intune (AutoPilot & MDM)
VMWare Virtual Desktops
Managing Dell Wyse thin clients with Wyse Management Suite (WMS)
Audio/Video conferencing room solutions with Zoom and Microsoft Teams integration.
ServiceNow - managing incidents, problems and change tickets
Pulse Secure VPN solution and Citrix remote access
Repairing computer hardware problems and engaging vendor for warranty coverage or RMA
Ability to work extended flexible shifts and afterhours on-call
Experience with enterprise-wide rollouts of new operating systems and software
Communicate effectively both verbally and written in French (Quebec) would be an asset
Great team player qualities and taking initiative
Fidelity Canada is an equal opportunity employer
Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.
Accommodation during the application process
Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at
FidelityCanadaStaffing@fidelity.ca
.
No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.
Why Work at Fidelity?
We are proud to be recipients of the following:
Awards
- Canada's Top Family-Friendly Employers 2023 (7th consecutive year)
- Canada's Top 100 Employers 2023 (7th consecutive year)
- Greater Toronto's Top Employers 2023 (10th consecutive year)
- Canada's Top Employers for Young People 2023
- Venngo Healthy Workplaces Award Workplace Benefits Awards – Health and Wellness Program
- HRDC Best Places to Work 2022
Designations
- A Canadian Compassionate Company
- Great Place to Work (Dec 2022 - Nov 2023)
- Best Workplaces for Women 2023 by Great Place to Work
