Support Analyst

Fidelity Canada; Toronto; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading company in financial services is seeking a Support Analyst to provide first-level technical support to employees. The role involves managing support requests, ensuring high-quality service, and collaborating with various teams. Flexible working arrangements are offered, along with competitive compensation and comprehensive health benefits.

Benefits

Comprehensive health benefits

Parental leave top-up

Home office equipment allowance

Generous time off policy

Professional development opportunities

Qualifications

• 2+ years post-secondary education including completion of computer technical courses.
• 1+ year work experience in a Service or Help Desk environment.

Responsibilities

• Provide first-level technical support to Fidelity employees.
• Utilize ServiceNow for management of incidents and service requests.
• Ensure timely resolution or escalation of incidents.

Skills

Troubleshooting

Analytical Skills

Problem Solving

Team Player

Education

Post-secondary education in computer technical courses

Tools

ServiceNow

Windows 11

Mac OS

Office 365

Active Directory

Exchange

SharePoint

OneDrive

Microsoft Teams

Mobile OS

Job description

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• 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.

Job Description

Please note the following:

• 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 professionally.

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 high-quality, professional service and technical support via telephone, chat, email, or in-person, ensuring all SLA and KPI metrics are maintained.
• Utilize ServiceNow ticketing tool for management of Incident, Service Request & Problem items with a 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 onboarding & offboarding processes to guide the business for logical & physical access, collaborating with the Access Management team as needed.
• Provide user training on applications and technologies used in the organization, including Microsoft Windows and Apple systems.
• Ensure timely resolution or escalation of incidents, with prompt communication of progress to end-users.
• Create and maintain Knowledge Base articles for end-users and the technical team.

What We’re Looking For

• 2+ years post-secondary education including completion of computer technical courses or equivalent work experience.
• 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.
• We offer 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 starting on your first day, with up to $5000 annually for mental health services and therapy.

We care 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 25 weeks.
• Up to $650 for home office equipment.
• Generous time off policy, including 2 paid days annually to volunteer.
• Diversity and inclusion programs, including active Employee Resource Groups.
• Extensive professional development opportunities, including access to over 11,000 training courses, tuition reimbursement, and rewards for completing designations.

Fidelity Canada is an equal opportunity employer

We are committed to fostering a diverse and inclusive workplace. We consider all qualified applicants 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

We welcome and encourage applications from people with disabilities. Accommodations are available upon request. If needed, please email us at [e-mail].

No telephone inquiries or agencies, please. Only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to have received numerous awards, including:

• 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
• Most Trusted Executive Teams

We also hold designations and awards recognizing our commitment to diversity, innovation, and excellence.