Technical Support Analyst
On-siteToronto, Ontario, Canada
Toronto, Ontario, CanadaOn-siteFull TimeSenior LevelBachelors DegreeMedium
Full TimeSenior LevelBachelors DegreeMedium
Job Summary
Provide technical support for Wealth management systems, including RPM, Pario, and the Wealth Platform by addressing user inquiries and resolving system issues. Diagnose and troubleshoot problems to ensure minimal downtime while monitoring performance and implementing preventive measures. Manage and prioritize support tickets, escalate unresolved issues, and assist in planning system upgrades and patches. Collaborate with development and infrastructure teams to identify bugs and contribute to system improvements, while creating user manuals and training end-users on incident submission.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
- Minimum 2-3 years of experience in technical support, preferably supporting financial or wealth management systems
- Knowledge of Support ticketing systems such as ServiceNow and JIRA
- Proficiency in troubleshooting software and hardware issues
- Familiarity with SQL databases and querying tools
- Experience with system integrations and working with APIs
- Ability to quickly diagnose and resolve issues with a strong focus on delivering customer satisfaction
- Excellent written and verbal communication skills with the ability to explain technical issues to non-technical users
- Ability to collaborate effectively with cross-functional teams and contribute to projects
- Strong analytical and problem-solving abilities, with an eye for detail to ensure systems run optimally
Desired Qualifications
- Understanding of wealth management systems
- Knowledge of financial industry standards, regulations, and compliance requirements
- Familiarity with cloud platforms (AWS, Azure, etc.) and virtualized environments
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