System Support Analyst

Mawer Investment Management•Toronto, ON

4d•CA$75,000 - CA$90,000•Hybrid

About The Position

Mawer Investment Management is looking for a Systems Support Analyst to join the Business Technology (BT) team to play a key role in supporting the Mawer user base in our Toronto office. The System Support Analyst is 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.

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 trouble shooting
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.

Responsibilities

Ensure a professional, empathetic, and customer-focused approach to all interactions
Work with clients to trouble shoot 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 system higher senior level support analysts with detailed notes
Assist with basic hardware setups, such connecting peripherals (keyboards, mice, printers, monitors, headsets, etc.) or replacing consumables (printer ink, paper, batteries, etc.)
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