Full Time
Location: Toronto, ONVacancy Status: Existing Role
Salary Range: $75K-90K/year

The Opportunity

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.

Duties and 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

Desired Qualifications

• 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

Our Benefits and Perks Include:

• 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

To apply, please submit your resume, cover letter, and application by Aug 17, 2026, to: https://www.mawer.com/careers/

All candidates must be eligible to work in Canada.

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.

No telephone inquiries please.We thank all applicants and advise that only those selected for an interview will be contacted.