Sr. Analyst, Technical Client Support

Sun Life Financial; Toronto; On-site; CAD 63,000 - 104,000; Full time

Job summary

A financial services firm in Toronto is seeking an End User Computing Support specialist for an in-office role. The successful candidate will provide 2nd level support, manage inventory, and participate in deployment projects. Candidates should have knowledge of PC & Mac operating systems and possess solid customer service skills. The role offers a salary range of $63,000 to $104,000, with various wellness programs and career development opportunities.

Benefits

Wellness programs

Career development opportunities

Hybrid work model options

Qualifications

• 2 years of experience in field support or Help Desk.
• Experience with hardware repair and mobile devices.
• Ability to interact with third-level technicians.

Responsibilities

• Provide 2nd level support for end-user incidents.
• Manage inventory control for computing devices.
• Participate in software and hardware deployment projects.

Skills

PC & Mac operating systems knowledge

Network configuration skills

Customer service skills

Problem-solving skills

Education

Technical certification in computer support

Tools

MS Office365

MS Intune

JAMF

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

Job Description:

Please note: This is an in-office role with no remote work options available. Candidates should be prepared to commute to and work from our downtown Toronto location during the specified working hours Monday to Friday 8:30-4:30pm.

Our On-Site Support (OSS) team, our clients are Sun Life employees, working in various areas of business. Right now, we are looking for someone who cares deeply about exceptional customer service and client satisfaction to join us.

The position reports to Manager, Technical Client Support in either the support or solutions arm of the End User Computing department.

The incumbent is accountable for End User Computing support encompassing desktop hardware, operating system, enterprise application software, peripherals and mobile devices.

Successful delivery measures through service response and restoration targets. Problem solving is a key component of the role; the incumbent must be able to identify and understand the problem then determine the best way to discover, implement and test the solution to ensure complete and proper resolution.

What will you do?

• Provide 2nd level support to clients in the office and remote, for all end-user related incidents.
• Further diagnose client-reported problems associated with End User Computing services (desktop, laptop, printer, peripherals, enterprise applications), escalated from Level 1 (Service Desk/Front Line Technical Support), delivering prompt follow-up and updates for incident tickets.
• Maintain inventory control and lifecycle asset management for end user computing devices. You will be required to effectively manage our inventory control system, participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and conduct asset procurement activities.
• Execute PC refresh strategy - you will organize desktop and notebook hardware refresh activity for end users. These refreshes are performed in accordance with pre-determined timelines. This requires organization – having the ability to coordinate and schedule the refresh work activity to meet end user availability, following established procedures for hardware device refresh including configuration of standard desktops/notebooks and peripherals.
• Process and deliver upon client service requests for Installs, Moves, Adds, Changes and Deletes. These service requests are completed in accordance with established service delivery response targets. This requires coordination and prioritization to ensure effective scheduling based on of both business priorities and client availability for service delivery.
• Participate in key software and hardware deployment projects. As part of broader technology initiatives and implementations sponsored by other areas of Digital Business and Technology Solutions you will play a service deployment role for major implementations. Examples include PC operating system upgrades, security software upgrades, major enterprise application rollout, major hardware upgrades and/or rollouts.
• Have the flexibility to move seamlessly between day-to-day operations and more extensive, large-scale projects.
• Manage and maintain OSS procedures and operational documentation. The successful candidate will ensure procedural documentation is current and accurate.
• Identify problems, proactively coming up with solutions, determining the best action to ensure complete and proper resolution.
• Set up new and return hires with the necessary desktop and notebook hardware and remaining available for any necessary assistance on their return date. Any subsequent issues will be presented to you through the appropriate escalation channels.
• Based on your experience, be able to anticipate problems, providing useful information to help the client get through their day. You will cover all bases so that their job and yours can run more efficiently. A key element of the job is your ability to see the big picture.
• Appreciate the importance of where your work fits into the purpose and objective of Sun Life – the work you do facilitates your clients to do theirs.

What you need to succeed:

• Demonstrated knowledge and skills with PC & Mac operating systems (specifically Win11, Win10), computer hardware repair, and device connectivity (TCP/IP, network adapter configuration)
• A solid understanding of network (WAN, LAN, VPN) and telephony systems
• Working knowledge of enterprise software tools such as MS Office365, MS Intune and JAMF
• Technical education and training resulting in a certification (product-specific, vendor-specific, or technical courses) in any area of support for personal computers including computer operating systems, computer hardware repair, PC configuration
• 2 years of experience in field support experience in either end user support, software support, computer hardware configuration and/or repair or Help Desk/Service Desk support.
• Experience interacting and working with third-level technicians/engineers and external vendors is a plus.
• Good communication, customer service and problem-solving skills.

What’s in it for you:

• We’re honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work Canada.
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
• Wellness programs that support the three pillars of your health – mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential.
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date

Must be able to satisfactorily complete applicable background checks prior to the start date and during employment, in accordance with Sun Life’s policies and practices.

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! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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

Salary Range:

63,000/63 000 - 104,000/104 000

Job Category:

IT - Technology Services

Posting End Date:

21/08/2025