Spécialiste, SATC / ATS Specialist

Sun Life; Toronto; Hybrid; CAD 51,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Sun Life is seeking a Helpdesk Specialist in Canada to provide first- and second-level support for Career Sales Force, Wholesale advisors, and financial centre staff. Primary channels are phone and email, with strong focus on resolving technical issues.

The role is part of a hybrid, office-and-remote environment, requiring excellent interpersonal skills and a customer-first mindset to support clients and colleagues across Canada.

Qualifications

• Windows OS and end-user support experience.
• Strong troubleshooting for PC hardware/software and networks.
• Ability to work in a fast-paced, team-oriented environment.

Responsibilities

• Provide first and second level IT support to Sales and Wholesale teams.
• Handle phone and email inquiries and resolve technical issues.
• Collaborate with Tier2 and other support staff on complex problems.

Skills

Windows OS knowledge

Remote connectivity tools

Phone & email support

Excellent communication

Team player

Tools

VPN

Remote Desktop

Cisco WebEx

McAfee Endpoint Encryption

McAfee VirusScan Enterprise

Active Directory

GPO

ServiceNow

Job description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we’re driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you’ll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients’ lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The role is focused on providing first , and second level assistance to the Career Sales Force and Wholesale advisors, financial centre managers and Financial Centre Staff. Primary support will be provided through telephone and email support.

Main Accountability:

• Troubleshooting PC software/OS, hardware and connection issues;
• Problem resolution and problem escalation over the phone;
• Special projects may be assigned and an opportunity to work with Tier2 support staff, based on your ability to meet and exceed performance benchmarks.

Competencies:

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.
• High technical understanding of personal and business computers (notebooks, desktops and operating systems);
• High proficiency with personal and business computerperipherals (Printers, Routers, Docking Stations);
• In-depth knowledge of the Windows 7 and Windows 10 operating systems ( Must have end-user support experience);
• Proven problem-solving skills;
• Strong analytical and multi-taskingskills;
• Willingness to work in a team environment and achieve department goals;
• Be able to excel in a stressful, fast-paced environment;
• Excellent interpersonal and communication skills;
• Must have genuine desire to provide first-rate client service.

Assets:

• Good understanding of Remote Connectivity Tools , such as VPN,TCP/IP, Remote Desktop, CiscoWebex ;
• Good understanding of IE11, Java applications/addons, Adobe Acrobat, Flash;
• Ethernet troubleshooting, and a good understanding of different networks environments;
• Previous experience working with McAfee Endpoint Encryption, and McAfee Virus Scan Enterprise;
• Knowledge of Microsoft Office and Microsoft Outlook
• Knowledge of Smart Phones (iPhone);
• Knowledge of Registry , GPO and Active Directory;
• Previous experience in the technical support and customer service field;
• Understanding of HP Service Manager and ServiceNow;
• Knowledge of Sun Life PC applications for advisors, financial centre managers and financial center offices;

Notes/Unique Requirements:

• The ATS Hotline must provide phone service to our sales advisors and customers from 8:00 a.m. until 8:00 p.m. Eastern time and therefore the Helpdesk Specialist is expected to work on a regular shift rotation with the other Specialists.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [e-mail].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

51,000/51 000 - 80,200/80 200

Job Category:

IT - Technology Services

Posting End Date:

09/08/2026