About the role
Join Us as a Support Analyst, IT
Who We Are
Tokio Marine Canada (TMCan) is a Canadian early-stage entrepreneurial commercial P&C insurer based in Toronto. We partner with select brokers to deliver tailored business insurance solutions across Canada. As part of the Tokio Marine Group, we are able to collaborate under a shared framework while maintaining autonomy and local decision making.
We support Canadian businesses in taking smart risks by delivering practical insurance solutions and exceptional service through trusted broker partnerships.
The Opportunity
We are seeking a motivated and detail-oriented Support Analyst to join our IT team. This role is ideal for someone with foundational infrastructure & database administration knowledge, strong time management skills, a passion for helping people and a desire to shape the support processes. The successful candidate will manage our ticketing system, support end-users, execute ad hoc reports, document, track, and monitor problems to ensure a timely resolution while contributing to the development of scalable IT support workflows.
What You’ll Be Doing
Key Responsibilities
Ticketing System Management: Monitor, triage, and/or resolve support tickets both internally as well as escalating to the appropriate vendors. Track patterns and ensure timely and accurate documentation of issues and resolutions.
Process Development: Collaborate with multiple teams to enhance and monitor the end to end support process, including escalation paths, SLAs, and knowledge base content.
End-User Support: Provide first-level technical support across hardware, software, and network-related issues. Make basic system changes, such as configuration/parameter changes and access provisioning.
Infrastructure Support: Assist with basic infrastructure tasks such as device setup, user provisioning, and network troubleshooting under guidance. Escalate more complex problems to a senior level internally or externally while monitoring to ensure a timely resolution.
Time Management: Prioritize and manage multiple support requests and tasks efficiently, ensuring deadlines and SLAs are consistently met.
Reporting & Metrics: Generate basic scripts for reporting purposes and assist in data processing tasks. Provide status updates and overall KPIs on delivery SLAs.
Tool Optimization: Help configure and maintain our applications/tools to align with evolving business needs.
Intranet Updates & Maintenance: Maintain and update the corporate intranet.
Training & Document Maintenance: Assist in the creation of user training materials and train users on corporate applications.
Participate in the test & release processes for software changes as required.
Who You Are
This role is perfect for someone who is passionate about all areas in IT and who loves to help people. They will be the first line of support for any type of IT issue or request, so it requires someone who is organized, enthusiastic and has exceptional communication skills.
You bring:
- 1–3 years of experience in an IT support or helpdesk role, ideally within the insurance sector.
- Strong organizational and time management skills; ability to handle multiple priorities in a fast-paced environment.
- Excellent written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy.
- Strong problem-solving skills and attention to detail.
- Familiarity with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk).
- Familiarity with basic troubleshooting procedures
- Basic understanding of IT infrastructure (Windows OS, networking troubleshooting, Active Directory).
- Basic database administration skills (e.g. SQL, Python, exposure to Snowflake)
- Eagerness to learn and grow within the IT field.
- Passion for helping others, working collaboratively and creating new processes and procedures to simplify things for the entire company.
- Comfortable coming into an office regularly in downtown Toronto (4 days/week).
Ideal but not required/Nice to haves (if applicable)
- Exposure to AI agent building or automation technologies is a bonus.
- ITIL Foundation certification or similar is a plus.
- Experience contributing to process improvement initiatives.
- P&C Insurance experience is a bonus.
- Azure and M365 administration experience
Life at Tokio Marine Canada
At TMCan, we’re a relationship company. We value collaboration, innovation, and inclusion, where every voice matters and every team member makes an impact. We believe in flexibility, authenticity, and growth: because when our people thrive, so does our business. TMCan offers the unique opportunity to work side by side with senior leaders, gaining direct exposure to strategic decision-making and business planning.
Our CARE values guide everything we do:
Collaborative: We communicate openly, support one another, and work as one team.
Achieving Excellence: We challenge the status quo and exceed expectations.
Responsive: We anticipate needs and deliver timely, exceptional service.
Ethical & Respectful: We act with integrity and empower our people to do the right thing.
Our Commitment to an Inclusive and Respectful Workplace
At TMCan, we are deeply committed to fostering a culture of equity, diversity, and inclusion. We strive to create a workplace where every individual is welcomed, respected, and valued for their unique identity and perspective. By embracing our differences and learning from one another, we aim to build a positive and empowering environment for all.
Tokio Marine Canada was proudly recognized as one of the Best Places to Work in Canada by Canadian HR Reporter in 2024.
We work in a hybrid model, and you should expect to split your time between working in the office and working remotely, with flexibility based on the role and the business needs. We currently have an office in downtown Toronto and will eventually be establishing offices in other provinces. Should you currently work in a province where we do not have an office, you will remain remote until such time as we do establish an office.
Tokio Marine Canada is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if TMCan hires that candidate.
About Tokio Marine Canada Ltd.
Tokio Marine Canada (TMCAN) is an entrepreneurial early stage Canadian insurance company with a national focus on the commercial Property and Casualty industry. We are part of the Tokio Marine global family, one of the largest and most recognized insurance brands in the world. We are a broker-focused organization and have built our company on a foundation of seasoned industry veterans. You can count on us to do the right thing and To Be a Good Company.
As part of the Japanese based Tokio Marine Group of Companies, one of the world’s largest and most reputable insurance organizations, TMCAN will work with select top brokers across Canada providing insurance solutions for Canadian businesses across a broad spectrum of industries.
TMCAN exists to help Canadian businesses mitigate the risks they face by working closely with professional insurance brokers to provide practical solutions, coverages, and superb service. We aspire To Be A Good Company – being there for our customers and society in times of need. You can count on us to do the right thing.
About the role
Join Us as a Support Analyst, IT
Who We Are
Tokio Marine Canada (TMCan) is a Canadian early-stage entrepreneurial commercial P&C insurer based in Toronto. We partner with select brokers to deliver tailored business insurance solutions across Canada. As part of the Tokio Marine Group, we are able to collaborate under a shared framework while maintaining autonomy and local decision making.
We support Canadian businesses in taking smart risks by delivering practical insurance solutions and exceptional service through trusted broker partnerships.
The Opportunity
We are seeking a motivated and detail-oriented Support Analyst to join our IT team. This role is ideal for someone with foundational infrastructure & database administration knowledge, strong time management skills, a passion for helping people and a desire to shape the support processes. The successful candidate will manage our ticketing system, support end-users, execute ad hoc reports, document, track, and monitor problems to ensure a timely resolution while contributing to the development of scalable IT support workflows.
What You’ll Be Doing
Key Responsibilities
Ticketing System Management: Monitor, triage, and/or resolve support tickets both internally as well as escalating to the appropriate vendors. Track patterns and ensure timely and accurate documentation of issues and resolutions.
Process Development: Collaborate with multiple teams to enhance and monitor the end to end support process, including escalation paths, SLAs, and knowledge base content.
End-User Support: Provide first-level technical support across hardware, software, and network-related issues. Make basic system changes, such as configuration/parameter changes and access provisioning.
Infrastructure Support: Assist with basic infrastructure tasks such as device setup, user provisioning, and network troubleshooting under guidance. Escalate more complex problems to a senior level internally or externally while monitoring to ensure a timely resolution.
Time Management: Prioritize and manage multiple support requests and tasks efficiently, ensuring deadlines and SLAs are consistently met.
Reporting & Metrics: Generate basic scripts for reporting purposes and assist in data processing tasks. Provide status updates and overall KPIs on delivery SLAs.
Tool Optimization: Help configure and maintain our applications/tools to align with evolving business needs.
Intranet Updates & Maintenance: Maintain and update the corporate intranet.
Training & Document Maintenance: Assist in the creation of user training materials and train users on corporate applications.
Participate in the test & release processes for software changes as required.
Who You Are
This role is perfect for someone who is passionate about all areas in IT and who loves to help people. They will be the first line of support for any type of IT issue or request, so it requires someone who is organized, enthusiastic and has exceptional communication skills.
You bring:
- 1–3 years of experience in an IT support or helpdesk role, ideally within the insurance sector.
- Strong organizational and time management skills; ability to handle multiple priorities in a fast-paced environment.
- Excellent written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy.
- Strong problem-solving skills and attention to detail.
- Familiarity with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk).
- Familiarity with basic troubleshooting procedures
- Basic understanding of IT infrastructure (Windows OS, networking troubleshooting, Active Directory).
- Basic database administration skills (e.g. SQL, Python, exposure to Snowflake)
- Eagerness to learn and grow within the IT field.
- Passion for helping others, working collaboratively and creating new processes and procedures to simplify things for the entire company.
- Comfortable coming into an office regularly in downtown Toronto (4 days/week).
Ideal but not required/Nice to haves (if applicable)
- Exposure to AI agent building or automation technologies is a bonus.
- ITIL Foundation certification or similar is a plus.
- Experience contributing to process improvement initiatives.
- P&C Insurance experience is a bonus.
- Azure and M365 administration experience
Life at Tokio Marine Canada
At TMCan, we’re a relationship company. We value collaboration, innovation, and inclusion, where every voice matters and every team member makes an impact. We believe in flexibility, authenticity, and growth: because when our people thrive, so does our business. TMCan offers the unique opportunity to work side by side with senior leaders, gaining direct exposure to strategic decision-making and business planning.
Our CARE values guide everything we do:
Collaborative: We communicate openly, support one another, and work as one team.
Achieving Excellence: We challenge the status quo and exceed expectations.
Responsive: We anticipate needs and deliver timely, exceptional service.
Ethical & Respectful: We act with integrity and empower our people to do the right thing.
Our Commitment to an Inclusive and Respectful Workplace
At TMCan, we are deeply committed to fostering a culture of equity, diversity, and inclusion. We strive to create a workplace where every individual is welcomed, respected, and valued for their unique identity and perspective. By embracing our differences and learning from one another, we aim to build a positive and empowering environment for all.
Tokio Marine Canada was proudly recognized as one of the Best Places to Work in Canada by Canadian HR Reporter in 2024.
We work in a hybrid model, and you should expect to split your time between working in the office and working remotely, with flexibility based on the role and the business needs. We currently have an office in downtown Toronto and will eventually be establishing offices in other provinces. Should you currently work in a province where we do not have an office, you will remain remote until such time as we do establish an office.
Tokio Marine Canada is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if TMCan hires that candidate.
About Tokio Marine Canada Ltd.
Tokio Marine Canada (TMCAN) is an entrepreneurial early stage Canadian insurance company with a national focus on the commercial Property and Casualty industry. We are part of the Tokio Marine global family, one of the largest and most recognized insurance brands in the world. We are a broker-focused organization and have built our company on a foundation of seasoned industry veterans. You can count on us to do the right thing and To Be a Good Company.
As part of the Japanese based Tokio Marine Group of Companies, one of the world’s largest and most reputable insurance organizations, TMCAN will work with select top brokers across Canada providing insurance solutions for Canadian businesses across a broad spectrum of industries.
TMCAN exists to help Canadian businesses mitigate the risks they face by working closely with professional insurance brokers to provide practical solutions, coverages, and superb service. We aspire To Be A Good Company – being there for our customers and society in times of need. You can count on us to do the right thing.