Desktop Service Technician

4 weeks ago

Toronto, Canada Fidelity Investments Full time

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 1,800 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 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 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.

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 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.

2+ years of hands-on experience as a 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.

Poly and Crestron configured video conference rooms for Zoom and Microsoft Teams integration.

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

Pulse Always-On Secure VPN solution for laptops.

Remote accessing to virtual desktops (VDI) using Citrix Netscaler Gateway.

Repairing Lenovo computer hardware and RMA process.

The Expertise You Bring

Troubleshooting experience with desktops, laptops, virtual machines (Citrix), multifunction printers, LAN & wireless connectivity, Pulse Secure (VPN) and software installations.

Experience with enterprise-wide rollouts of new operating systems and software.

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.

 

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