Support Analyst

Fidelity Canada; Toronto; Remote; CAD 50,000 - 75,000; Full time

Job summary

An established industry player is seeking a Support Analyst to provide top-notch technical support to its employees. This role involves managing support requests, ensuring minimal disruption, and maintaining high service quality. As part of a diverse team, you'll have the opportunity to grow in a supportive environment, with flexible working arrangements and comprehensive health benefits. Join a company that values innovation and is committed to fostering a compassionate culture, recognized as one of Canada's Top 100 employers for multiple years. Your contributions will make a real difference in enhancing the employee experience.

Benefits

Flexible working arrangements

Comprehensive health benefits

Parental leave top-up

Home office equipment allowance

Generous time off policy

Diversity and inclusion programs

Professional development opportunities

Qualifications

• 2+ years in a post-secondary program including computer technical courses.
• 1+ year in a Service or Help Desk environment.
• Proven technical understanding of various IT systems.

Responsibilities

• Provide first-level technical support to Fidelity employees.
• Utilize ServiceNow for incident management and ensure timely resolution.
• Train end-users on applications and technologies used in the organization.

Skills

Windows 11

Mac OS

Office 365

Active Directory

Exchange

SharePoint

OneDrive

Microsoft Teams

ServiceNow

Mobile OS (Apple iOS and Android)

Education

Post-secondary program in Computer Technical Courses

Tools

ServiceNow

Job description

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 pre-defined, remote schedule as part of Fidelity’s dynamic working arrangement.
• The working hours for this position will be Monday - Friday, rotating shifts between 8:00 AM - 8:00 PM.

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

Fidelity Canada’s Service Desk is the first point of contact, delivering technology related support and IT functions through various channels to around 2200 employees across Canada.

The Purpose of the Role

The Support Analyst provides first level technical support to Fidelity employees. This entails tracking and coordinating support requests across all business lines of Fidelity Investments Canada Ltd.

What You Will Do

• Serve Fidelity Canada employees with a high level of quality professional service and technical support by telephone, chat, email or in-person while ensuring all daily SLA and KPI metrics are maintained.
• Utilize ServiceNow ticketing tool for management of Incident, Service Request & Problem items with strong focus on minimal user & business impact, and achieving first call resolution.
• Provide First-level technical support and accountability on core infrastructure services such as network connectivity, systems and applications access, Active Directory, Exchange/O365, SharePoint, Enterprise Mobility, VDI (Citrix) and Pulse VPN access.
• Access Management - Understand the onboarding & offboarding process to guide the business for logical & physical access, and work closely with Access Management team where necessary.
• Provide user training to end users on applications and technologies used in the organization, Microsoft Windows and Apple systems.
• Ensure timely resolution or escalation of incidents, and prompt communications of progress to end-users.
• Create and maintain Knowledge Base articles for end-users and Technical team.

What We’re Looking For

• 2+ years post-secondary program including completion of computer technical courses
• 1+ year work experience in a Service or Help Desk environment
• Proven technical understanding and experience in:
  • Windows 11 and Mac OS
  • Office 365
  • Active Directory (ActiveRoles Server)
  • Exchange and SharePoint
  • OneDrive
  • Microsoft Teams
  • Mobile OS - Apple IOS and Android
  • ServiceNow

The Expertise You Bring

• Troubleshooting experience with desktops, laptops, virtual machines (Citrix), multifunction printers, LAN & wireless connectivity, Pulse Secure (VPN) and software installations
• Strong analytical and problem-solving skills.
• A 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

  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.

  • 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

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 [e-mail] .

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