Investment Support Analyst - High Touch Services
The Investment Support Analyst will provide dedicated technology, productivity and collaboration support services to Fidelity's Investment Management and trading professionals. The Senior Support Technician must be customer obsessed, adaptive to change and thrive in a rapidly evolving Agile organization. The role will provide productivity, innovation and preventative technology support and services for Fidelity's associate IT computing product offerings.
If you have the experience and expertise with a passion for End User Computing, a career in High Touch Services at Fidelity may be right for you!
The Expertise you Have
- 4+ years working in an enterprise environment, troubleshooting Windows 10, MacOS and iOS, virtual and cloud solutions
- Strong customer service, oral and written communication skills
- Experience working in an enterprise AD environment
- Experience installing software, security patches, SW updates on desktops, virtual devices, laptops, etc.
- Experience supporting a Citrix environment preferred
- Experience supporting multi-media and video conferencing hardware and software
- Strong working knowledge of Office 365 and Office for Mac
- Ability to work easily as a member of a team or independently; prioritize workflow based on urgency and customer requirements
- Ability to be able to work comfortably with members of the firm of all skill and seniority levels
- Associates degree in Computer Science, Information Technology or equivalent work experience preferred
- Microsoft Window10 certification, Apple certification preferred
The Purpose of Your Role
In this role, the Technician works in collaboration with other members of the Fidelity business and End User Computing community to:
- Provide technology support for onsite and remote associates by resolving moderately complex to highly complex technical issues and problems.
- Demonstrate an expert ability to manage the needs of multiple requests to create an effective schedule and successfully adapt to changing that schedule on short notice as situations change.
- Collaborates with helpdesks and 3rd level support teams and across the organization to troubleshoot highly complex issues and identify technology solutions.
- Support IT projects, including but not limited to: office moves, data recovery, hardware and software testing, product migrations, platform migrations, software delivery, event support, home office support, etc.
- Provide desk side support by identifying, tracking, troubleshooting and resolving requests\incidents.
- Serves as subject matter expert in all service areas including Windows 10, hardware platforms, mobile devices, phone systems, printers, application deployments and other technologies.
- Provides support to a myriad of corporate and BYOD mobile devices using both android and iOS.
- Addresses customer expectations and meets customer requests for multiple service offerings
- Proactively identifies trends in the environment and potential areas that may cause future problems, escalates and communicates diagnostics appropriately
- Provide issue resolution of reported systems and application issues while keeping the end user community regularly informed of your progress
- Eliminates common problems before escalating issues to the next level then break complex issues into appropriate parts in order to understand the issues at hand as well as the needs of the customer
- Maintains hardware inventories and provides procurement services for end user community
- Coordinates new user access and systems setup with various support groups
The Skills You Bring
Skills and Knowledge
- Experience demonstrating proficiency installing, troubleshooting and supporting laptops, MacBook's, PCs, virtual machines, iPads and business critical applications via 1:1 desk side visits, phone, chat and remote.
- Experience demonstrating proficiency supporting Windows 10, MacOS, Office365 and productivity tools
- Experience supporting investment applications such as Bloomberg, Factset, Morningstar, Etc...
- Experience demonstrating proficiency providing in person multi-site video conferencing meeting support.
- Experience demonstrating proficiency supporting end user collaboration tools, such as Microsoft SharePoint, Teams, and video conferencing technologies
- Experience demonstrating expert level customer services skills, communication written and verbal
- Experience demonstrating proficiency supporting mobile devices utilizing iOS and Android operating systems.
- Experience demonstrating proficiency working independently, with minimal guidance. Ability to identify and resolve key issues using partial or conflicting data and pattern recognition. Ability to take a broad perspective to problems to identify and document new, less obvious solutions.
- Mobile Platforms : Intune, Symantec VIP
The Value You Deliver
The End User Support Technician plays a key role in ensuring investment professionals succeed in navigating business challenges by understanding their technology needs, delivering productivity tools, collaboration services and technology support.
Company Overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates.We are proud of ourdiverse and inclusiveworkplace where werespectand valueour associates for their unique perspectives and experiences. For information about working at Fidelity, visit Fidelitycareers.com
Company Overview
Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity’s U.S.-based regional and investor center locations. If you would like to experience Fidelity’s supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at FTSJobs.com.
We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at HR@ ftsjobs.com.
Information about Fidelity Investments
At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money. For information about working at Fidelity, visit FidelityCareers.com.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.
Fidelity Investments and Fidelity TalentSource are equal opportunity employers.
