Desktop Service Technician

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 700 AM - 600 PM, with a rotating team on-call schedule.

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 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
Desktop Service Technician
is 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 PC's 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 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 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 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

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
• Greater Toronto's Top Employers
• Canada's Top Family-Friendly Employers
• Canada's Top Employers for Young People
• Great Place To Work Certified
• Best Workplaces for Inclusion
• Best Workplaces for Mental Wellness
• Best Workplaces for Today's Youth
• Best Workplaces for Women
• Best Workplaces in Financial Services & Insurance
• Best Workplaces in Ontario
• Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
• HRD - 5-Star Benefit Program
• 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