Desktop Service Technician Sr

As a Senior Desktop Technician, you will provide stellar customer services and technical support to the 'Fidelity Wealth ULC' division. You will interact with staff, respond to VIP and afterhours on-call interactions, and manage mobile devices, hardware assets, and technical documentation. You will also investigate incident and problem tickets, escalate priority cases, and engage vendors accordingly. The role requires strong customer satisfaction and resolution skills, proficient technical knowledge, and hands-on experience with technologies used at Fidelity.

Requirements

• Computer Science College Diploma / University Degree preferred or equivalent work experience
• Bilingualism in English and French is an asset
• ITIL v4 certification is required, while A+ certification completed within the last 5 years would be an asset
• 3+ years of hands-on experience as a Senior Desktop Technician (level 2) with: Microsoft Windows 10/11 and Apple MAC operating systems, Microsoft Office 2016 / O365, Microsoft Deployment Toolkit, Deploying devices configured for management with Microsoft Configuration Management, Azure Intune, Jamf Pro and Dell Wyse Management (WMS), VMWare/Citrix Virtual Desktops, Zoom, Polycom and Crestron configured video conference rooms with integration for Microsoft Teams and Google, ServiceNow - managing incidents, problems and change tickets and hardware assets, VPN and ZScaler PI/PA solution for laptops and desktop pcs, VMWare virtual desktops (VDI) Citrix via Netscaler Gateway, Repairing Lenovo computer hardware and RMA process, Managing corporate supervised phones and tablets with active carrier lines(Bell Mobility)

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