Support Analyst - Remote Eligible

Support Analyst

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 or equivalent working experience
• 1+ year work experience in a Service or Help Desk environment
• Proven technical understanding and experience in: Windows 10 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
• Excellent communication (verbal and written) in English. Fluency (verbal and written) in French is an advantage.
• 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
• 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. 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 is available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca.

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:

• 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
• 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