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About the Role

The Systems Support Analyst will be the first point of contact for IT support within the firm, responsible for providing technical assistance and troubleshooting for hardware, software, and network-related issues. This role requires excellent communication, problem-solving skills, and the ability to deliver high-quality customer service while maintaining SLA adherence.

Responsibilities

• Ensure a professional, empathetic, and customer-focused approach to all interactions
• Work with clients to troubleshoot and understand problems in a timely manner
• Respond to incoming support requests via phone, email, chat, ITSM portal, or in person and within SLA
• Keep users informed of progress and resolution timelines
• Provide first-line troubleshooting for hardware, software, and network issues
• Log, categorize, and prioritize incidents in the ITSM system
• Manage and maintain hardware and software inventory, ensuring accurate records of assets, licenses, and assignments
• Resolve common issues such as password resets, printer troubleshooting, and connectivity problems
• Escalate unresolved or complex issues to higher senior level support analysts with detailed notes
• Assist with basic hardware setups, such connecting peripherals or replacing consumables
• Provide guidance on using organizational software and tools (e.g. Microsoft 365)
• Collaborate with other Technology teams for specialized issues (e.g., server or network problems)
• Document resolutions and contribute to the service desk knowledge base
• Use existing knowledge base articles to assist in resolving user issues
• Track and update ticket statuses in the ITSM system

Requirements

• Post-Secondary Education in Computer Science, Information Technology, or a related field, or equivalent work experience
• 1-3 years’ experience in a technical support or IT service desk role
• CompTIA A+ Certification
• ITIL 4 Foundation
• Knowledge of MS 365, Active Directory, and basic network troubleshooting
• Proficiency in troubleshooting hardware, software, and networking issues
• Proficiency in using ITSM tools (Service Desk Plus)
• Foundational knowledge of hardware, software, and networking concepts
• Ability to handle user issues with patience, empathy, and professionalism
• Strong organization and prioritization skills with attention to detail
• Able to multi-task and prioritize; experience managing expectations and delivery of services
• Works well in a team environment
• All candidates must be eligible to work in Canada.

Skills

• Technical Support
• IT Service Desk
• CompTIA A+
• ITIL 4 Foundation
• MS 365
• Active Directory
• Network Troubleshooting
• Hardware Troubleshooting
• Software Troubleshooting
• ITSM Tools
• Service Desk Plus
• Communication
• Problem-solving
• Customer Service
• Organization
• Prioritization
• Teamwork

Location

• Toronto, ON

Work Type

• Full Time
• Blended Workplace Approach

Experience Level

• 1-3 years

Education Level

• Post-Secondary Education in Computer Science, Information Technology, or a related field, or equivalent work experience

Salary/Compensations

• $75K-90K/year

Benefits

• Comprehensive health and wellness benefits
• Unlimited vacation days
• Retirement planning assistance, including RSP contributions
• Annual learning stipend
• Parental leave top-up
• Significant community investment contribution via our Employee Matching Program

About the Company

• Mawer Investment Management Ltd. is an independent firm that provides world-class, global investment management services to a broad range of institutional and individual clients.
• We are proud of our reputation as one of Canada’s most respected investment management firms and strive to earn such respect by continually delivering long-term investment excellence, developing strong client partnerships, and living our core values.
• Our unique culture is shaped by our core values (integrity, putting clients’ interests first, excellence, teamwork, and long-term thinking) and key behaviours (curiosity, candour, accountability, and appreciation).

Equal Opportunity

• We believe experience comes in many forms and we’re committed to adding new perspectives to our team. If your experience is close to what we’ve outlined, we encourage you to apply.
• At Mawer, we are committed to fostering a culture of diversity and inclusion. We strive to attract, hire, develop, and retain the best people from a wide variety of backgrounds/experiences and create an environment where unique ideas and perspectives are heard and valued.
• We believe a diverse and inclusive culture fuels innovation and enables more effective decision-making across the firm, helping to improve investment performance, strengthen client partnerships, and create more value for all stakeholders: clients, employees, owners, and society.
• We administer all practices and programs without discrimination and strive to provide equal access to employment.
• A Human Resources representative will work with applicants who request accommodation or special assistance during the application process. If you need accommodation or assistance, please contact us at hraccommodation@mawer.com.
• Our processes are people-driven. We may use technology for scheduling, communication and screening but we do not use AI for candidate assessment, or selection; those decisions are made by our team.