Desktop Service Technician Sr

Job Description

Please note:

• Current work authorization for Canada is required for all openings.

• This is a regular, full-time position.

• You will be working on a 100% in office schedule as part of Fidelity’s dynamic working arrangement.

• The working hours for this position will be Monday - Friday, rotating shifts between 7:00 AM - 6:00 PM, with a rotating team on-call schedule.

• Both Bilingual and Unilingual candidates are encouraged to apply. The bilingual incumbent of this role is required to interact directly with our clients and colleagues who are located across Canada. It is required that we service our clients in the official language of their choice (French or English).

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 2300 staff across the country from the main office in Toronto and smaller regional offices in Montreal, Calgary and Vancouver.

How You’ll Make an Impact

The success of our staff and company means our clients are also successful and delighted by the services we provide. As the Senior Desktop Technician, you will deliver stellar customer services and technical support to the "Fidelity Wealth ULC" division, with a white-glove and reactive approach to requests and resolutions. Through strong work ethics combined with proficient technical knowledge and hands-on experience of the technologies we use at Fidelity, you will ensure the equipment and solutions continue to operate and function as designed, and well maintained so staff don't experience any delays or downtime.

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.

• Respond promptly to VIP and afterhours on-call interactions.

• Support high priority video conferences and meeting room technologies.

• Manage mobile devices (smartphones and tablets)

• Strive to ensure all individual and team SLA targets are met.

• Adhere to all established processes and policies.

• Create and maintain role related technical documentations.

• Provide training to staff.

• 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 manage all daily activities.

• Maintain hardware assets in ServiceNow.

• Plan and procure equipment proactively for staff onboarding and hardware refresh projects.

• Manage devices with Microsoft Configuration Manager (SCCM), Intune and JAMF Pro.

• Manage assigned projects and initiatives.

• Provide local support at two disaster recovery sites (downtown Toronto and Vaughan).

• Visit the regional offices in Calgary and Vancouver if required.

What We’re Looking For

• Computer Science College Diploma / University Degree preferred or equivalent work experience.

• Bilingualism in English and French is an asset.

• ITIL v4 certification is required, while A+ certification completed within the last 5 years would be an asset.

• 3+ years of hands-on experience as a Senior Desktop Technician (level 2) with:

  • Microsoft Windows 10/11 and Apple MAC operating systems.

  • Microsoft Office 2016 / O365.

  • Microsoft Deployment Toolkit.

  • Deploying devices configured for management with Microsoft Configuration Management, Azure Intune, Jamf Pro and Dell Wyse Management (WMS).

  • VMWare/Citrix Virtual Desktops.

  • Zoom, Polycom and Crestron configured video conference rooms with integration for Microsoft Teams and Google.

  • ServiceNow - managing incidents, problems and change tickets and hardware assets.

  • VPN and ZScaler PI/PA solution for laptops and desktop pcs.

  • VMWare virtual desktops (VDI) Citrix via Netscaler Gateway.

  • Repairing Lenovo computer hardware and RMA process.

  • Managing corporate supervised phones and tablets with active carrier lines(Bell Mobility)

The Expertise You Bring

• Stellar customer services experience and strong work ethics

• Proficient knowledge and experience managing end user hardware asset lifecycle.

• Experience managing company-wide hardware and software rollout and migration projects.

• Excellent communication (verbal and written) in both English and French.

• 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 we’ll 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 11,000 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 Canada’s 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 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 100 Employers 
o    Greater Toronto's Top Employers 
o    Canada's Top Family-Friendly Employers 
o    Canada's 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 Today's 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 Canada's Workplace Benefits Award - Future of Work Strategy 
•    TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting 
•    Canadian HR Reporter's Most Innovative HR Team