Senior Technical Support Analyst
Job in
Toronto, Ontario, M5A, Canada
Listed on 2026-02-28
Listing for:
CI Financial
Full Time
position Listed on 2026-02-28
Job specializations:
-
IT/Tech
Technical Support, IT Support, Systems Administrator, Database Administrator
Job Description & How to Apply Below
At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.
Asa Technical Support Analyst for Wealth Systems, you will be responsible for providing technical assistance and support to internal teams and end-users. You will ensure the smooth operation of wealth management software, troubleshooting issues, diagnosing problems, and offering solutions in a timely and efficient manner. This role requires strong technical expertise, excellent problem-solving skills, and a deep understanding of wealth management systems.
Key Responsibilities
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Offer timely and professional technical support for Wealth management systems addressing user inquiries and technical issues related to system functionalities, integrations, and performance.
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Analyze, diagnose, and resolve system issues related to wealth management platforms. Use SQL querying tools to create and/or modify queries for analyzing and data gathering.
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Monitor the performance of wealth systems, identify potential issues, and implement preventive measures to ensure the stability of the systems.
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Assist end-users by providing training on how to submit incidents correctly to the Support team, where applicable. Create and maintain user manuals and documentation for the support team.
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Work closely with the development, infrastructure, and product teams to resolve system bugs/issues, implement fixes, and contribute to system improvements.
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Manage and prioritize support tickets, ensuring timely resolution of critical issues. Escalate unresolved issues to senior technical staff as necessary.
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Assist in the planning and execution of system upgrades, patches, and updates to ensure optimal performance and compliance with industry standards.
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Provide regular status reports on system performance, ongoing support tickets, and other relevant metrics to management.
Required Skills & Qualifications
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Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
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Minimum 2-3 years of experience in technical support, preferably supporting financial or wealth management systems.
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Knowledge of Support ticketing systems such as Service Now and JIRAProficiency in troubleshooting technical issues across servers, databases and applications.
Lead investigations into system outages, incidents and service interruptions ensuring swift resolution and root cause analysis
Maintain and update technical documentation including troubleshooting guides, knowledge base articles and best practices in MS One Note and/or Confluence.
Familiarity with SQL databases and querying tools.
Experience with system integrations and working with APIs.
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Ability to quickly diagnose and resolve issues with a strong focus on delivering customer satisfaction.
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Excellent written and verbal communication skills with the ability to explain technical issues to non-technical users.
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Ability to collaborate effectively with internal IT teams (application support, development, infrastructure) to implement patches, updates and configuration changes to improve system stability and security. Including engaging business stakeholders.
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Strong analytical and problem-solving abilities, with an eye for detail to ensure systems run optimally.
Preferred Qualifications
This opportunity is for an existing vacancy with the company. The anticipated base salary range for this position is $69,500 - $119,500. Exact salary depends on several factors such as experience, skills,…
Position Requirements
10+ Years
work experience
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