Hybrid Specialist, IT Support at First American Title

Company Summary

Come work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents. Where diversity is welcomed  and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day. 

As a ServiceDesk Specialist you will provide technology support and remediation/resolution of end user support and incident requests. Critical to your success will be your ability to: effectively understand end-user needs; regularly follow up to keep stakeholders updated until issues are resolved; appropriately escalate issues as required; and complete request and incident documentation. The ServiceDesk Specialist will share in the responsibility for the deployment, administration and maintenance of company equipment including laptops and will participate in operations or infrastructure projects/activities as required.

HERE’S HOW YOU’LL CONTRIBUTE:

• Build rapport with FCT employees;
• Provide excellent customer service to employees over the telephone, ServiceNow tickets, chat and e-mail
• Investigate and resolve employee requests and incidents;
• Deploy pre-packaged software as needed using automated deployment tools;
• Assist in software releases and rollouts as required;
• Alert other team members and leadership of emerging trends in incidents;
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution;
• Use remote tools and diagnostic utilities to aid in troubleshooting;
• Research solutions through internal and external knowledgebase as needed;
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined;
• Test fixes to ensure problem has been adequately resolved;
• Provide technical guidance and perform post-resolution follow-ups with Level I Technicians as required;
• Develop help sheets and FAQ lists for end users;
• Contribute to technician knowledgebase and training as needed;
• Provide suggestions for continual improvement of the ServiceDesk and I/T operations;
• Administer and maintain end user accounts, permissions, and access rights;

HERE’S WHAT YOU’LL BRING:

• Enthusiastic about working with people and helping them with technology questions and issues
• Ability to operate in a fast paced environment with the ability to learn quickly
• Collaborate with other team members to deliver a world class service to employees
• In-depth knowledge of the Microsoft Office Suite, Windows 10 operating systems, Enterprise Anti-Virus/Data Layer Protection Software and other common end user applications
• Post-secondary diploma or university degree in a relevant field of computer science, or equivalent combination of education and experience;
• 3+ years of service desk experience;
• Experience using common IT Service Desk tools (e.g., Service Now, Remedy);
• In-depth knowledge of the Microsoft Office Suite, Windows 10 operating systems and popular end user applications;

HERE’S WHAT SETS US APART: 

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comprehensive benefits that include virtual healthcare and an Employee & Family Assistance Program

• Group retirement savings plan with company match

• Paid holidays and generous paid time off

• Hybrid work arrangements

• Paid volunteer opportunities and charitable donation matching

• Employee recognition programs that include referral incentives

• Potential for performance-based incentives 

• The opportunity to participate in our stock purchase plan

• And more!

*As per terms of the employment agreement

The Great Place to Work® Institute has named FCT one of Canada’s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We’re also one of Achievers 50 Most Engaged Workplaces™ in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.

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