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Technical Support Specialist

2 months ago

Toronto, Ontario, Canada Fidelity Investments Full time

About the Role:

Fidelity Clearing Canada (FCC) is a leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody, and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms.

The Opportunity:

As a Technical Application Support Analyst, you will serve as a member of Fidelity Clearing Canada (FCC) technology team in a technical support and troubleshooting role, maintaining service quality for FCC applications currently in production to support the client base. This involves responding to client service requests and providing quality problem resolution in a timely manner.

Key Responsibilities:

  • Ensure timely and appropriate handling of client requests and issues
  • Provide technical support and troubleshooting services to clients and internal stakeholders
  • Track, troubleshoot, and resolve application-related issues
  • Evaluate client requirements and processes for enhancements or maintenance
  • Act as a liaison between vendors and users, communicating in both business and technical terms
  • Interact with clients, vendors, FCC employees, and other Fidelity firm-wide partners
  • Document problems and assist in their resolution
  • Take ownership of solving customer problems promptly, using all available resources to achieve the best outcome
  • Deliver seamless customer service through teamwork and collaboration

Requirements:

  • Completion of a minimum 3-year post-secondary program or relevant work experience
  • Application Support and Operations Environment experience is required
  • 3-5 years' experience in a client application support role within the Financial Services industry, ideally within the brokerage market
  • 5+ years' experience with relevant back-office and trading applications
  • Experience in setting up Secure File Transfer Protocols (SFTP) and file delivery
  • Experience with Dataphile is an asset
  • Solid knowledge and working experience in a brokerage business environment with a focus on post-trade, mid/back-office applications
  • Strong knowledge of the Software Development Life Cycle (SDLC) is required
  • Experience in the following (or a combination of the following) is appropriate: Business user with direct and relevant technical experience, Technology support with relevant business exposure, Technical Analyst with business/systems process experience
  • CSC or IFIC is an asset
  • Bilingual (French/English) verbal and written skills is an asset

The Expertise You Bring:

  • Desire and commitment to excellent client service and ability to prioritize and manage multiple issues
  • Excellent communication skills, both written and oral, with the ability to effectively communicate technical material to non-technical users
  • Detailed-oriented with excellent analytical skills, aptitude for probing and uncovering underlying technical issues and business constraints when dealing with problems
  • Ability to use creativity in finding alternative solutions to business needs
  • Able to work in a team environment by participating in a collaborative approach in dealing with and partnering with fellow members

About Fidelity Clearing Canada:

Fidelity Clearing Canada is a leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody, and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms.

Why Join Us:

Fidelity Clearing Canada offers a dynamic and challenging work environment, with opportunities for professional growth and development. We are committed to providing excellent client service and are seeking a talented and motivated individual to join our team.