Job Description

Please note:

• Current work authorization for Canada is required for all openings.
• This is aregular full-timeposition.
• You will be working on a 100% in office schedule as part of Fidelitys dynamic working arrangement.
• The working hours for this position will beMonday - Friday rotating shifts between 7:00 AM - 6:00 PM with a rotating team on-call schedule.

At Fidelity weve 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 were 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 youll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. Youll have a wide range of opportunities to grow and develop your career in an inclusive environment where youll feel valued and supported to be your best - both personally and expertly.

Business Overview

TheDesktop Technical Servicesteamprovides 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 staff across the country from the main office in Toronto and smaller regional offices in Montreal Calgary and Vancouver.

How Youll Make an Impact

TheDesktop Service Technicianis responsible for providing excellent reactive second and/or third level hardware and software support services ensuring all PC systems and computing devices perform smoothly and efficiently and maintaining PCs and security in support of user workstations and applications.

What You Will Do

• 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 requests from the Executive and Leadership team as well as during after-hours on-call situations.
• Strive to ensure all individual and team SLA targets are met.
• Adhere to all established processes and policies.
• 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.
• Use ServiceNow to lead all daily activities and Maintain hardware assets
• Plan and procure equipment proactively for staff onboarding and hardware refresh projects.
• Manage devices with Microsoft Configuration Manager (SCCM) Intune and JAMF Pro.
• Support audio/video conferencing rooms (Zoom and Teams).
• Provide local support at two disaster recovery sites (Downtown Toronto and Vaughan).

What Were Looking For

• Computer Science College Diploma / University Degree preferred or equivalent work experience.
• Bilingualism in English and French is an asset.
• ITIL v4 and A certification are an asset.
• 2 years of hands-on experience as a Desktop Technician (level 2)
• Proficient in Microsoft Windows 11 and Apple macOS operating systems.
• Experienced with Microsoft Office 2016 and Microsoft 365 (O365) productivity suite.
• Skilled in Microsoft Deployment Toolkit for system imaging and deployment.
• Expertise in Autopilot for hybrid and modern build deployments.
• Hands-on experience with Azure Intune Jamf Pro Dell Wyse Management Suite (WMS) and Citrix Director for device and endpoint management.
• Knowledge of configuring Poly and Crestron meeting room equipment for Zoom and Microsoft Teams video conferencing integration.
• Proficient in ServiceNow for managing incidents problems change requests and tracking end-user hardware assets (laptops desktops Apple devices monitors etc.).
• Familiar with secure remote access solutions including ZScaler ZPA and Pulse Always-On VPN for laptops.
• Lead and support projects related to hardware refresh and system migrations.
• Participate in Business Continuity Planning (BCP) and disaster recovery activities.
• Diagnose and repair Lenovo computer hardware including managing the RMA process.
• Engage with vendors for equipment procurement and conduct hardware evaluations.
• Manage corporate mobile devices for voice and data through Bell Mobility.
• Oversee the maintenance and support of multifunction printers.

The Expertise You Bring

• Strong troubleshooting experience with desktops laptops virtual machines (Citrix) cellular mobile devices multifunction printers LAN & wireless connectivity Pulse Secure (VPN) and software installations.
• Experience with enterprise-wide rollouts of new operating systems and software.
• Strong analytical and problem-solving skills.
• A motivated team player who can work well under pressure and in a fast-paced environment.

Some of the ways well help you feel valued and supported as part of our team:

• Flexible working arrangements - 100% remote hybrid and in office options
• Competitive total compensation including company contributions to your group RRSP without a matching requirement from you
• Comprehensive health benefits that start on your first day with 100% employer-paid premiums that include up to $5000 annually for mental health services and therapy
• Parental leave top-up to 100% of your salary for a period of 25 weeks
• Up to $650 for home office equipment
• Generous time off policy including 2 paid days annually to volunteer at a charity of your choice
• Diversity and inclusion programs including an active network of Employee Resource Groups
• Extensive professional development opportunities including access to over 11000 training and development courses tuition reimbursement and monetary rewards for completing a required designation
• We care a lot about fostering a compassionate people-centric culture and are proud to have been named one of Canadas Top 100 employers for the last five years.

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 .

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

Canadas Top 100 Employers
o Greater Torontos Top Employers
o Canadas Top Family-Friendly Employers
o Canadas Top Employers for Young People

Great Place To Work Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Todays Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams

LinkedIn Top Companies in Canada

Human Resource Director (HRD) - Best Place To Work
o HRD - 5-Star Benefit Program
o HRD - 5-Star Diversity & Inclusion Employer

Designations
Canadian Compassionate Companies Certified
Benefits Canadas Workplace Benefits Award - Future of Work Strategy
TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporters Most Innovative HR Team