Technical Support Analyst ( Level 1)

We’re looking for a Technology Support Analyst to join our Wealth Systems team. In this role, you’ll ensure the smooth operation of our wealth management platforms by providing exceptional technical support, resolving system issues, and maintaining system performance.

You’ll collaborate with cross-functional teams—development, infrastructure, and product—to troubleshoot problems, implement improvements, and support system upgrades. This is an exciting opportunity for someone who thrives in a fast-paced, technical environment and is passionate about solving complex challenges.

• Provide timely and professional technical support for wealth management systems.

• Diagnose, troubleshoot, and resolve system and application issues using SQL and diagnostic tools.

• Monitor system performance to proactively detect and prevent potential issues.

• Assist users in incident submission and maintain clear support documentation.

• Collaborate with development and infrastructure teams to resolve bugs, deploy patches, and enhance system functionality.

• Manage and prioritize support tickets through ServiceNow, JIRA, or similar tools, ensuring quick resolution of critical incidents.

• Participate in system upgrades, patches, and testing activities.

• Provide status reports and performance metrics to management.

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

• 2–3 years of experience in technical support, ideally within financial or wealth management systems.

• New graduates with relevant technical degrees are encouraged to apply.

Technical Skills:

• Proficiency with ticketing systems such as ServiceNow and JIRA.

• Strong troubleshooting skills across servers, databases, and applications.

• Ability to perform root cause analysis and create action plans for prevention.

• Hands-on experience with SQL databases and query tools.

• Familiarity with API integrations and system interoperability.

• Experience maintaining technical documentation using Confluence or Microsoft OneNote.

Soft Skills:

• Excellent communication skills, both written and verbal.

• Strong problem-solving mindset and high attention to detail.

• Ability to work collaboratively with technical and non-technical teams.

• Customer-first attitude and commitment to delivering quality support.

• Experience supporting WealthTech, FinTech, or other financial systems.

• Exposure to monitoring tools and incident response frameworks.

• Familiarity with cloud-based environments (AWS, Azure, or GCP).

• Work Schedule: Rotating shifts between 7:00 AM and 8:00 PM.

• Location: Downtown Toronto ( 5 minutes walking distance from Union Station)

• Career Growth: Opportunity to advance within a dynamic technology team focused on operational excellence and innovation.