Sun Life of Canada is hiring a Sr. Analyst, Technical Client Support to be a key problem-solver for our end-user computing environment. You will provide expert 2nd level technical support for desktop hardware, operating systems, enterprise applications, and mobile devices, ensuring our clients receive exceptional service.
What You'll Do
- Provide 2nd level support to clients in the office and remote for all end-user related incidents.
- Diagnose client-reported problems associated with End User Computing services escalated from Level 1.
- Maintain inventory control and lifecycle asset management for end user computing devices.
- Execute PC refresh strategy, organizing desktop and notebook hardware refresh activity for end users.
- Process and deliver upon client service requests for Installs, Moves, Adds, Changes and Deletes.
- Participate in key software and hardware deployment projects.
- Manage and maintain OSS procedures and operational documentation.
- Identify problems and proactively come up with solutions.
- Set up new and return hires with necessary desktop and notebook hardware.
What We're Looking For
- 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 in any area of support for personal computers.
- 2 years of experience in field support experience in end user support, software support, computer hardware configuration and/or repair or Help Desk/Service Desk support.
- Good communication, customer service and problem-solving skills.
- Must be able to satisfactorily complete applicable background checks.
- Must obtain a Government of Canada Reliability Status security clearance.
Nice to Have
- Experience interacting and working with third-level technicians/engineers and external vendors is a plus.
Technical Stack
- Windows 11
- Windows 10
- Mac OS
- MS Office365
- MS Intune
- JAMF
Team & Environment
Reports to Manager, Technical Client Support in the End User Computing department.
Benefits & Compensation
- Wellness programs that support mental, physical, and financial health.
- Opportunity to move along a variety of career paths with amazing networking potential.
- Hybrid organization, using business and Client needs to choose where you work, at home or in the office.
- Compensation: $63,000 - $104,000
Work Mode
This role is onsite in downtown Toronto.
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.
