Desktop Service Technician Jobs

Current work authorization for Canada is required for all openings

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 1800 staff across the country from the main office in Toronto and a smaller regional office in Montreal, Calgary and Vancouver.

Key Accountabilities

• Visit the regional office in Calgary and Vancouver if required
• Follow standard procedures for employee on-boarding, transfer and off-boarding
• Escalate priority cases and engage vendors accordingly to ensure timely resolution or product delivery
• Respond promptly to VIP and afterhours on-call interactions
• Manage assigned projects and initiatives
• Adhere to all established processes and policies
• Use ServiceNow to manage all daily activities
• Create and maintain related documentations and provide necessary training and guidance to staff as required
• Provide local support at two disaster recovery sites (downtown Toronto and Vaughan).
• Investigate incident and problem tickets for root cause and resolution
• Maintain hardware inventory in ServiceNow and follow processes required to create and decommission equipment
• Provide 'white glove' services to Executives and business critical staff such as Investment Management (Traders) and Sales
• Strive to ensure all individual and team SLA targets are met
• Plan and procure equipment proactively for new hires, break-fix and annual refresh
• Support audio/video conferencing rooms (Zoom and Teams)
• Manage devices configured with Microsoft Intune and Jamf Pro MDM
• Configure and deploy equipment approved per job role type or department
• Interact in a professional manner with all staff with a strong focus on customer satisfaction and resolution

What We Are Looking For

• Great team player qualities and taking initiative
• Microsoft Office 2016 / O365
• Greater Toronto's Top Employers 2023 (10th consecutive year)
• 2-3 years of hands-on experience as a Desktop Technician (level 2) using
• Experience with enterprise-wide rollouts of new operating systems and software
• VMWare Virtual Desktops
• A Canadian Compassionate Company
• Ability to work extended flexible shifts and afterhours on-call
• A+ certification (completed within last 5 years), ITIL v4
• Managing Dell Wyse thin clients with Wyse Management Suite (WMS)
• Microsoft Windows 10/11 and Apple MAC operating systems
• Canada's Top Employers for Young People 2023
• Canada's Top 100 Employers 2023 (7th consecutive year)
• Communicate effectively both verbally and written in French (Quebec) would be an asset
• Venngo Healthy Workplaces Award Workplace Benefits Awards – Health and Wellness Program
• Canada's Top Family-Friendly Employers 2023 (7th consecutive year)
• Repairing computer hardware problems and engaging vendor for warranty coverage or RMA
• Computer Science College Diploma / University Degree preferred or equivalent work experience
• Audio/Video conferencing room solutions with Zoom and Microsoft Teams integration.
• Best Workplaces for Women 2023 by Great Place to Work
• HRDC Best Places to Work 2022
• ServiceNow - managing incidents, problems and change tickets
• Pulse Secure VPN solution and Citrix remote access
• Deployment of images / configurations through SCCM, Jamf Pro and Intune (AutoPilot & MDM)
• Microsoft Deployment Toolkit
• Great Place to Work (Dec 2022 - Nov 2023)