Support Analyst

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

Requirements

• 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

Benefits

• 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