End User Support Analyst at Fidelity Investments

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, Financial ServicesIndustries

Requirements

Full-time, onsite presence in the Dublin City West Office five days per week
Strong soft skills (e.g., customer service) as important as technical skills
Customer service or tech support experience required
Ability to provide 1st/2nd level support for PCs, laptops, thin clients, network, phones, VC, etc
Experience in Win 11 environment with full builds and HVDs
Support for Apple MAC users (about 15% of associates)
Knowledge of phones (Zoom, voicemail management, call center setup, assigning numbers, managing passwords)
Support for VC (60+ rooms with Neat and Logitech devices, pretesting for VIPs and high-level meetings)
Availability for Guru bar walk-in tech support from 09:00 to 17:00, including occasional cover in Galway
Strong communication skills for collaboration with local and offsite support teams (US and India)
Flexibility for occasional late stays, weekends, and project assistance
Ability to take ownership of issues and escalate when necessary

Responsibilities

Provide 1st/2nd level support for all components (PC, laptop, thin client, network, phone, VC, etc.)
Cover Guru bar for walk-in tech support service
Manage phone setups, number assignments, voicemail passwords, and related tasks
Support VC rooms, including pretesting for VIPs and high-level meetings
Perform PC/laptop builds for new starters
Handle asset management for data-holding devices (PCs, laptops, mobile devices)
Collaborate with team and other business units, escalating issues to wider Fidelity Support team (US/India)
Assist with team projects as required

Skills

Windows 11

HVD

Apple Mac

Zoom Phone

Neat VC

Logitech VC

PC Builds

Laptop Builds

Asset Management

1st Level Support

2nd Level Support

Network Support

Customer Service

Fidelity Investments

Investment management and financial services provider

About Fidelity Investments

Fidelity Investments offers a range of financial services and tools designed to help individuals manage their investments and stay informed about the markets. Their products include mobile applications and market monitoring tools that provide users with real-time market quotes, news, and trading capabilities. For example, the Fidelity Market Monitor for Glass delivers daily market quotes directly to Google Glass, while the Fidelity app for Windows Phone 8 allows users to access news and trading tools on their mobile devices. Additionally, features like the Watch List Visualization for iPad help users track stock price changes over time using a heatmap. What sets Fidelity apart from its competitors is its focus on integrating new technologies and user-friendly interfaces to enhance the investment experience. The goal of Fidelity Investments is to empower individuals with the information and tools they need to make informed financial decisions.

Boston, MassachusettsHeadquarters

1946Year Founded

$120,238.8MTotal Funding

DEBT_FINANCINGCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Mental Health Support

Hybrid Work Options

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Parental Leave

Student Loan Assistance

Tuition Reimbursement

Risks

Loss of key personnel like Gita Bal may impact Fidelity's research capabilities.

Increased competition from Vanguard's new division could draw clients away from Fidelity.

Potential reputational risk from Bitcoin ETF outflows could affect Fidelity's offerings.

Differentiation

Fidelity Labs offers innovative beta products like Market Monitor for Google Glass.

Fidelity's mobile solutions are available on multiple platforms, including Windows Phone and iPad.

Fidelity's Open Limit Order Visualization provides unique insights into order execution proximity.

Upsides

Increased adoption of wearable tech could boost Fidelity's mobile solutions.

Growing interest in Bitcoin ETFs suggests expansion in Fidelity's digital asset offerings.

Rise of AI could benefit Fidelity's data analytics and AI-driven investment strategies.

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