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Added 8 mins ago
H
Facilities Administrator
Hays
Surrey, BC
- Full-time
…with their clients to identify and deliver the most effective solutions tailored to their needs. They operate on an international level, within Canada and have offices across the country.…
Added 8 mins ago
TF
Account Manager
The Fastener Group Ltd.
Surrey, BC
- Full-time
…fasteners across Western Canada is seeking an experienced Account Manager to join our growing sales team located In Surrey, British Columbia. Reporting to the Regional Sales Director, this…
Added 38 mins ago
LI
Senior Product Manager
Lotus IT Solutions
Toronto, ON
- Contract
Experience with benefits realization frameworks and performance measurement in a government or public-sector context.
Added 52 mins ago
MD
Business Analyst Supervisor - Systems Analysis Unit Supervisor
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
…the structure, policies, and operations of TRA, recommending solutions that drive project success and meet agency goals. This includes leading, mentoring, and coaching the business analysis…
Added 1 hour ago
DC
Program Leader (Environmental Services)
Defence Construction Canada
Halifax, NS
- Full-time
…Client-Partner relationship. The incumbent develops creative solutions and ensures the team is focused on collaboration, and quality and timeliness of…
Added 1 hour ago
S
Human Resources Manager
Stella-Jones
Shelburne, ON
- $87,900 to $109,900 CAD / year
- Full-time
Stella-Jones is seeking an experienced, proactive Human Resources Manager to support our manufacturing and corporate operations across Eastern Canada.
Added 1 hour ago
PN
Technical Support Analyst - L3
Panasonic North America
Niagara-on-the-Lake, ON
- $60,000 to $70,000 CAD / year
- Full-time
…Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Panasonic is creating technologies that move…
Added 1 hour ago
T
Indirect Tax Manager - Canada
TikTok
Toronto, ON
- Full-time
Indirect Tax Manager will serve as the lead indirect tax resource for the Company's Canadian operations. This is a highly hands-on role responsible for managing the full spectrum of…
Added 1 hour ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 1 hour ago
TO
Senior Communications Advisor
Town of Oakville
Oakville, ON
- Full-time
Reporting to the Manager of Corporate Communications, the Senior Communications Advisor (SCA) is responsible for establishing strategic direction for their clients’ (Town departments)…
Added 1 hour ago
WI
Project Manager, Municipal Planning
WSP in Canada
Kitchener, ON
- Full-time
WSP is seeking an experienced Project Manager to lead and manage policy planning projects for municipal clients while playing a key role in growing our Municipal Planning Practice. The…
Added 1 hour ago
NC
Volunteer Coordinator
Nanaimo Community Hospice Society
Nanaimo, BC
- Full-time
· Works with the Program Manager to provide regular opportunities for volunteer education related to Hospice and Palliative Care;
Added 1 hour ago
J
Manager of Payroll and Benefits (Global)
Jobgether
Canada
- $110,000 to $140,000 CAD / year
- Full-time
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager of Payroll and Benefits (Global) based in Canada.
Added 1 hour ago
PN
Technical Support Analyst - L3
Panasonic North America
Niagara-on-the-Lake, ON
- $60,000 to $70,000 CAD / year
- Full-time
…Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Panasonic is creating technologies that move…
Added 1 hour ago
CO
Children's Early Years Pedagogical Leader
County of Wellington
Fergus, ON
- $77,295.4 to $90,071.8 CAD / year
- Contract
This position reports to the Manager of Children’s Early Years Community Services and is responsible to support the increase of quality through capacity building in the early year’s sector…
Added 1 hour ago
ES
Building Operator - Toronto
Equans Services Canada & US
Toronto, ON
- Full-time
Equans designs, installs, and delivers customized solutions to improve its customers’ equipment, systems and technical processes and optimize their use in the context of their energy,…
Added 1 hour ago
B
R&D Tax Client Delivery Manager
Boast
Montreal, QC
- Full-time
…work directly with interesting clients, and contribute to how solutions are built and delivered. Problems are complex, the work is collaborative, and the pace is fast, which creates an…
Added 1 hour ago
CL
Organizational Design Consultant
Community Living BC
Vancouver, BC
- Full-time
We are seeking an analytical, collaborative, and solutions-focused Organizational Design Consultant to join our People Services team.
Added 1 hour ago
SC
Senior Manager – Environmental Design and Approvals
SYSTRA Canada
Toronto, ON
- Full-time
…consulting firm whose primary focus is to offer transportation solutions, whether for passengers or goods: feasibility studies of building a new railway line, increasing the capacity of the…
Added 1 hour ago
BL
Catering Attendant / Receptionist
BC Legal Management Association
BC · West Vancouver, BC
- Other
…to join our Vancouver office. This role will report to the Manager, Office Services & Facilities and will be responsible for delivering a first-class hospitality experience to clients,…
Added 1 hour ago
B
Operations Manager
BGIS
Toronto, ON
- Full-time
Added 1 hour ago
ES
Building Operator (Night shift) - Richmond Hill, ON
Equans Services Canada & US
Toronto, ON
- Full-time
Equans designs, installs, and delivers customized solutions to improve its customers’ equipment, systems and technical processes and optimize their use in the context of their energy,…
Added 1 hour ago
NV
Project Manager (ID#5557)
New Value Solutions
Richmond, BC
- Contract
New Value Solutions, a national IT consulting company, is seeking an experienced functional Project Manager to lead the design and implementation of complex, cross-functional business…
Added 1 hour ago
RC
Inside Sale Representative (Représentant(e) des ventes internes)
Rittal Canada
Montreal, QC
- Full-time
…present in more than 90 percent of all sectors worldwide, from government data centres to automotive production lines, manufacturing facilities, mines, greenhouses, ships; even Oxford…
Added 1 hour ago
S-
Director, Senior Product Manager, Global Capital Markets (GCM) Transformation - Toronto, ON
Scotiabank - Global Banking and Markets
Toronto, ON
- Full-time
The Senior Product Manager is accountable for the strategy, roadmap, and success of a significant Capital Markets product or complex business capability. The role partners with business,…

Sun Life

Analyst, Technical Support Services

Toronto, ON, Canada
Waterloo, ON, Canada
Montreal, QC, Canada
Sun Life Montreal Metcalfe, Canada

Full-time

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Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 8, 2026
Posting language: English
Posted: Oct 29, 2026

Original 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 Analyst is a member of the Technical Services Support team within Digital Employee Experience. As part of the second-level IT support function, the role assists when Service Desk agents are unable to resolve an issue through the ticket queue or real-time support channels. The Analyst asks effective diagnostic questions, takes ownership of complex issues through resolution, and partners with On-Site Support, Employee Experience Technology, and other specialized teams when needed. The role also monitors environmental trends and workstation performance, supports global technology project rollouts, and closes knowledge gaps by documenting solutions in the Self-Service and Service Desk knowledge bases.

What you bring?

A natural problem-solving mindset and satisfaction from diagnosing issues, fixing problems, and offering practical solutions.
Enthusiasm for technology, continuous learning, and sharing knowledge with others.
The ability to manage variety, balance multiple assignments or projects, and prioritize competing tasks effectively.
Strong written and verbal communication skills, including keeping clients informed, collaborating with colleagues, and clearly documenting ideas, findings, and completed work.
A client-focused approach and the ability to build rapport that contributes to an exceptional employee experience.
A collaborative mindset and a commitment to contributing to a diverse, inclusive, and welcoming team.

What will you do?

Take ownership of tickets assigned to the team and work directly with clients through resolution, understanding their needs, prioritizing appropriately, and delivering responsive, end-to-end technical support.
Build strong client relationships, anticipate support needs, and contribute to a positive employee experience.
Advocate for the broader Service Desk teams by answering agent questions, providing ongoing guidance, and empowering agents to make client-focused decisions.
Manage the assigned incident queue, ensuring records are current, work performed is clearly documented, clients receive timely progress updates, and service-level agreements are met.
Partner closely with On-Site Support and Employee Experience Technology to coordinate issue resolution, technology rollouts, and improvements to the end-to-end employee technology experience.
Create, edit, and maintain articles in the Self-Service and Service Desk knowledge bases using Knowledge-Centered Support practices.
Continuously broaden technical knowledge and strengthen diagnostic and troubleshooting capabilities.
Support global technology projects and rollouts through testing, implementation-readiness activities, support planning, and feedback that prepares Service Desk and regional support teams for successful deployment.
Proactively monitor workstation health and performance, identify emerging trends or degradation, and engage the appropriate teams before issues significantly affect employees.
Identify and implement opportunities to automate repetitive support activities and leverage generative AI to improve troubleshooting, knowledge creation, operational efficiency, and the employee experience.
Proactively recommend process improvements that increase efficiency for clients and support teams.

What do you need to succeed?

Experience supporting medium- to large-scale enterprise infrastructure, client computing hardware, Windows operating systems, and macOS platforms.
Working knowledge of technologies and platforms such as McAfee/Trellix, CyberArk, Citrix, Microsoft 365, VMware View/vSphere, Microsoft Systems Center Configuration Manager (SCCM/SMS), ServiceNow, MFA, Okta, Splunk, and Tanium.
Experience with mobile device management solutions, including AirWatch, Microsoft Intune, and JAMF.
Confidence in providing clear technical guidance and instructions on the effective use of computer technologies.
Strong investigative and troubleshooting skills across a wide variety of hardware, software, access, connectivity, and workstation performance issues.
Aptitude for learning and supporting a broad range of software applications in a large client computing environment.
Knowledge of computer security procedures and protocols.
Strong client relationship skills and a commitment to delivering a positive employee experience.
A degree or diploma in computer technology and one to two years of related experience, or an equivalent combination of education and experience.
ITIL certification is considered an asset.
CompTIA A+ and Network+ certifications are considered assets.
Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide

Important Note: Reliability Status

As a condition of the role, the successful candidate must be eligible and obtain a Government of Canada Reliability Status security clearance through Sun Life.

What's in it for you?

The opportunity to move along a variety of career paths with amazing networking potential
Flexible Benefits from the day you join to meet the needs of you and your family
We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential
We’re honoured to be recognized as a 2025 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

*LI-MS

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 thebrightside@sunlife.com.

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:

70,000/70 000 - 105,000/105 000

Job Category:

IT - Technology Services

Posting End Date:

07/11/2026

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More about this job

Responsibilities

The Analyst provides second-level IT support by diagnosing complex technical issues, managing incident queues, and documenting solutions in knowledge bases. They also coordinate with specialized teams to support technology rollouts and monitor workstation performance to ensure an exceptional employee experience.

Requirements

Candidates must have experience supporting enterprise infrastructure, Windows, and macOS platforms, along with proficiency in various IT management tools. A degree or diploma in computer technology with one to two years of related experience is required, and bilingualism in English and French is mandatory.

Skills

Technical support
Troubleshooting
Windows
MacOS
ServiceNow
Microsoft 365
Citrix
Okta
Splunk
Tanium
Mobile device management
CyberArk
ITIL
CompTIA A+
Network+

Benefits

Flexible benefits
Mental health support
Career development opportunities
Networking opportunities

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
ITIL
ServiceNow
Windows
MacOS
Microsoft 365
Citrix
Okta
Splunk
Tanium
CyberArk
AirWatch
Microsoft Intune
JAMF
Enterprise Infrastructure
Troubleshooting
Knowledge-Centered Support
Generative AI
Hardware
Software
Connectivity
Security Protocols
CompTIA A+
Network+
Bilingual
Reliability Status
Hybrid Work
Incident Management
Workstation Performance
Automation

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