Technical Support Specialist - Desktop Services

Join Fidelity Canada as a Technical Support Specialist in Desktop Services, providing essential hardware and software support. Deliver exceptional service to ensure user satisfaction and operational excellence.

This Desktop Service Technician role focuses on level 2 technical support across Canada. You'll engage with staff and executives, maintaining seamless operations of computing devices. Your expertise will help uphold SLA targets and facilitate problem resolution effectively.

Key Responsibilities:

• Provide top-notch customer service to all staff

• Coordinate with the Executive team for urgent support needs

• Escalate priority cases and engage vendors as necessary

• Monitor and manage incidents using Service Now

• Procure equipment for onboarding and hardware refresh

Requirements:

• Computer Science diploma or equivalent experience

• Hands-on experience with Microsoft Deployment Toolkit

• Knowledge of video conferencing systems for Zoom and Teams

• Familiar with secure remote access solutions

• Participate in disaster recovery planning

Drive user satisfaction and technical excellence as a vital part of Fidelity Canada’s support team.
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