Desktop Service Technician

Fidelity Canada • Toronto, ON

69d • CA$65,000 - CA$80,000 • Onsite

About The Position

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

The Desktop Service Technician is responsible for providing excellent reactive second and/or third level hardware and software support services, ensuring all PC systems and computing devices perform smoothly and efficiently and maintaining PC's and security in support of user workstations and applications.

Requirements

• Computer Science College Diploma / University Degree preferred or equivalent work experience.
• 2+ years of hands-on experience as a Desktop Technician (level 2)
• Proficient in Microsoft Windows 11 and Apple macOS operating systems.
• Experienced with Microsoft Office 2016 and Microsoft 365 (O365) productivity suite.
• Skilled in Microsoft Deployment Toolkit for system imaging and deployment.
• Expertise in Autopilot for hybrid and modern build deployments.
• Hands-on experience with Azure Intune, Jamf Pro, Dell Wyse Management Suite (WMS), and Citrix Director for device and endpoint management.
• Knowledge of configuring Poly and Crestron meeting room equipment for Zoom and Microsoft Teams video conferencing integration.
• Proficient in ServiceNow for managing incidents, problems, change requests, and tracking end-user hardware assets (laptops, desktops, Apple devices, monitors, etc.).
• Familiar with secure remote access solutions including ZScaler ZPA and Pulse Always-On VPN for laptops.
• Strong troubleshooting experience with desktops, laptops, virtual machines (Citrix), cellular mobile devices, multifunction printers, LAN & wireless connectivity, Pulse Secure (VPN) and software installations.
• Experience with enterprise-wide rollouts of new operating systems and software.
• Strong analytical and problem-solving skills.
• A motivated team player who can work well under pressure, and in a fast-paced environment.

Nice To Haves

• Bilingualism in English and French is an asset.
• ITIL v4 and A+ certification are an asset.

Responsibilities

• Interact in a professional manner with all staff with a strong focus on customer satisfaction and resolution.
• Provide 'white glove' services to Executives and business critical staff such as Investment Management (Traders) and Sales.
• Respond promptly to requests from the Executive and Leadership team, as well as during after-hours on-call situations.
• Strive to ensure all individual and team SLA targets are met.
• Adhere to all established processes and policies.
• Investigate incident and problem tickets for root cause and resolution.
• Escalate priority cases and engage vendors accordingly to ensure timely resolution or product delivery.
• Follow standard procedures for employee on-boarding, transfer and off-boarding.
• Use ServiceNow to lead all daily activities and Maintain hardware assets
• Plan and procure equipment proactively for staff onboarding and hardware refresh projects.
• Manage devices with Microsoft Configuration Manager (SCCM), Intune and JAMF Pro.
• Support audio/video conferencing rooms (Zoom and Teams).
• Provide local support at two disaster recovery sites (Downtown Toronto and Vaughan).
• Lead and support projects related to hardware refresh and system migrations.
• Participate in Business Continuity Planning (BCP) and disaster recovery activities.
• Diagnose and repair Lenovo computer hardware, including managing the RMA process.
• Engage with vendors for equipment procurement and conduct hardware evaluations.
• Manage corporate mobile devices for voice and data through Bell Mobility.
• Oversee the maintenance and support of multifunction printers.

Benefits

• Base Salary: A competitive annual range of $65,000 to $80,000 based on your experience and qualifications.
• Performance Bonus: Eligible for a discretionary bonus that rewards your contributions and results.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree