System Support Analyst

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

Why Mawer?

• Directly contribute to the firm’s growth as a global, independent investment manager.
• Learn and work within a high-performing team that has consistently delivered exceptional long-term investment results and high levels of client satisfaction.
• Be a part of a meritocracy in which the quality of ideas supersedes hierarchy; where every role is valued, and every voice heard. At Mawer, talented team members can progress quickly, regardless of tenure or experience.
• Our unique culture, which is integral to who we are and (we think) a competitive advantage. Our 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), which are much more than words on a page. They guide the way we operate, make decisions, and communicate every day.
• We offer a flexible work environment with a blended workplace approach tailored to the unique needs of each department and team. This allows employees to seamlessly combine in-person and remote work experiences, fostering collaboration, promoting work-life integration, and empowering our team members to thrive in a dynamic, interconnected professional setting.

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.

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.

About Mawer

Established in 1974, 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.

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