It Helpdesk Associate Jobs in Toronto, ON (NOW HIRING)

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 Specialist, IT Operations, your experience in IT operations, infrastructure, monitoring, and production support will be leveraged to support the stability, availability, and reliability of FCT's technology services. You possess a strong understanding of operational support practices and help ensure that procedures, controls, documentation, and standards are consistently followed.
You will support day-to-day IT Operations activities, incident and problem management, operational documentation, production readiness, ServiceNow process usage, and continuous improvement activities. You will work closely with the Team Lead, IT Operations, Manager, IT Operations, NOC, Service Desk, offshore support, infrastructure teams, application teams, Disaster Recovery stakeholders, project teams, vendors, and other IT partners to improve service stability, monitoring, triage, escalation, and resolution of operational issues.
This role supports the Disaster Recovery function through assigned operational activities such as documentation support, runbook validation, escalation-path confirmation, participation in DR exercises when required, and follow-up on assigned DR-related action items. This role does not own Disaster Recovery strategy, governance, testing accountability, or enterprise recovery planning.
This role reports to the Manager, IT Operations and receives day-to-day operational guidance from the Team Lead, IT Operations.

HERE'S HOW YOU'LL CONTRIBUTE:

Support day-to-day IT Operations activities across infrastructure, platforms, applications, monitoring, and supported technology services

Monitor service health, investigate alerts, triage operational issues, and escalate or coordinate with appropriate technical teams to maintain service availability

Participate in incident response, incident reviews, problem investigation, root-cause follow-up, and operational action tracking

Review, maintain, and improve operational procedures, runbooks, knowledge articles, escalation paths, and operating documentation

Support production-readiness and operational-handoff activities by helping validate monitoring, documentation, support ownership, escalation paths, and recovery procedures

Support the Disaster Recovery function through assigned documentation, runbook validation, escalation-path confirmation, exercise participation, and DR-related follow-up activities

Contribute to change execution discipline by supporting implementation activities, validating change outcomes, identifying operational risks, and escalating gaps in MOPs, rollback plans, monitoring, documentation, or support ownership

Use ServiceNow and related tools to document work accurately, update incidents, problems, changes, tasks, knowledge articles, and assigned operational follow-ups

HERE'S WHAT YOU'LL BRING:

5-7 years of experience in IT operations, infrastructure support, application support, technical services, or a related production-support role

College diploma in Computer Systems Technology, Networking, Computer & Network, Computer Science, or equivalent work experience

Strong experience supporting Microsoft-centric technology environments, infrastructure services, monitoring tools, and production-support processes

Practical knowledge of incident management, problem management, change support, operational documentation, monitoring, escalation, and ServiceNow or similar ITSM tools

Basic working knowledge of Disaster Recovery concepts, including recovery documentation, service dependencies, escalation paths, validation support, and assigned DR-related follow-up activities

Total Direct Compensation:

$92,300 to $112,900

Any pay range is in $CAD. The stated pay range reflects the total expected compensation for this role (e.g., base pay plus any expected incentives or allowances, where applicable)

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 Employee and Family Assistance Program (EFAP) and Wellness Essentials

• 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

For over a decade, FCT has been certified by the Great Place to Work Institute as one of Canada's best workplaces. We have also been recognized as a Top 50 Best Workplace in Canada, Best Workplaces in Canada for Women and Best Workplaces in Canada with Most Trusted Executive teams. In addition, FCT is recognized as one of Greater Toronto's Top Employers.

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.