Support Analyst

• 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.
• The incumbent of this role is required to interact directly with colleagues who are located across Canada.

• 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.

• 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

• 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.

• 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

• Canada's Top 100 Employers

• Great Place To Work® Certified

• LinkedIn Top Companies in Canada

• Human Resource Director (HRD) - Best Place To Work

• 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

Fidelity Investments