Current work authorization for Canada is required for all openings.  

You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement. 

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years.  We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients.  As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.   

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally 

Business Overview: 

Fidelity Canada’s Telecom department operates within a global framework while maintaining a specialized, locally focuses presence. As a relatively small but integral part of the organization, we adhere to global standards while delivering outstanding, high touch support. 

Reporting through Infrastructure Canada up to the Chairman of Canada, our team is responsible for all aspects of telecommunications, encompassing data networks, voice communications, and audio-visual services. We ensure seamless connectivity and support, aligning with both local and global operational requirements. 

Key Responsibilities: 

• Assist users with troubleshooting technical issues related to Zoom software, audio and video connectivity, and other features. 

• Provide mentorship on setting up and configuring Zoom accounts, meetings, events, and webinars to ensure a seamless user experience. 

• Resolve user inquiries and concerns via email, chat, or phone support, delivering outstanding customer service. 

• Work together with the development team to address and resolve complex technical issues promptly. 

• Build and maintain support documentation and knowledge base articles to assist users and improve our support processes. 

• Conduct training sessions for users on how to effectively apply Zoom's features, empowering them to achieve their goals. 

• Support ZOOM Room configuration and setup, ensuring flawless execution and user experience. 

• Stay updated on new Zoom features and updates to provide accurate and current support to our users.

Qualifications and Requirements: 

• Minimum 5 + years of relevant experience. 

• Bachelor's degree in a related field is preferred or equivalent experience 

• A proven track record in technical support, specifically with Zoom or similar video conferencing platforms. 

• Strong troubleshooting skills, with the ability to determine and resolve issues effectively. 

• Excellent communication skills, both written and verbal, to provide clear and concise mentorship to users. 

• Experience collaborating with technical teams and advancing complex issues when necessary. 

• The ability to build and maintain detailed support documentation. 

• A dedication to continuous learning and staying updated on the latest Zoom features and updates. 

• Outstanding organizational skills and the ability to manage multiple tasks and priorities. 

Preferred Qualifications:

• Experience with Zoom Room setup and configuration. 

• Familiarity with telecommunications and audio-visual services. 

Note: In our current post-pandemic environment, employees are required to be on-site two days per week. This requirement is subject to change based on future circumstances. 

Some of the ways we’ll help you feel valued and supported as part of our team: 

• 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  

• We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.