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Added 10 mins ago
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Business Intelligence Analyst - Data and Automation
Communications & Power Industries (CPI)
Georgetown, ON
- $86,000 CAD / year
- Full-time
Reporting to the Business Process Improvement Manager, you will work with functional teams and local and corporate IT to establish priorities, define meaningful performance measures, and…
Added 10 mins ago
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Partner Customer Success Manager (PCSM) - Accounting & Advisory Channel
TP
Canada
- Full-time
As a Partner Customer Success Manager (PCSM), you are the dedicated post-sales commercial owner and strategic platform advisor for a high-value portfolio of 150–250 accounting firms,…
Added 10 mins ago
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Partner Customer Success Manager (PCSM) - Accounting & Advisory Channel
TP
Toronto, ON
- Full-time
As a Partner Customer Success Manager (PCSM), you are the dedicated post-sales commercial owner and strategic platform advisor for a high-value portfolio of 150–250 accounting firms,…
Added 10 mins ago
SB
Credit Analyst
Slegg Building Materials
Nanaimo, BC
- Full-time
Reporting to the Credit Manager, the Credit Analyst focuses on key customer accounts as well as working with the AR team providing support where needed. The shifts are Monday - Friday, and…
Added 11 mins ago
HI
Sales Manager - Western Canada
Holland Imports Inc.
Surrey, BC
- Full-time
The Sales Manager (West)’s primary responsibility is to maximize the Company’s sales performance as measured by revenue, gross margin growth, and gross margin contribution in BC, Alberta,…
Added 40 mins ago
SR
Marketing Manager, Content & Events
Skygauge Robotics
Fredericton, NB
- Full-time
As our Marketing Manager, Content & Events, you will refine the organizational foundation for marketing at Skygauge while remaining closely involved in day-to-day execution. This is a…
Added 40 mins ago
Service Shift Manager - Swift Current
Pattison Agriculture Limited
Swift Current, SK
At Pattison Agriculture we seek talent ready to GROW, CONNECT AND EVOLVE with us! We are looking for a Service Shift Manager/Foreman to join our fast-paced, energetic dealership in Swift…
Added 40 mins ago
AA
Product Line Manager
AMI Attachments
ON · Hawkesville, Ontario
- Full-time
Background in product management, product support, technical sales or dealer development.
Added 40 mins ago
Customer Service Representative I
Kastle Systems
Calgary, AB
Aware and in pursuit of opportunities for account growth and new business, involving Sales, Client Services, Business Development support.
Added 40 mins ago
T
Partner Customer Success Manager (PCSM) - Accounting & Advisory Channel
TP
Toronto, ON
- Full-time
As a Partner Customer Success Manager (PCSM), you are the dedicated post-sales commercial owner and strategic platform advisor for a high-value portfolio of 150–250 accounting firms,…
Added 40 mins ago
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Gestionnaire de Formation / Training Manager
Genetec
Montreal, QC
- Full-time
Added 40 mins ago
TC
General Manager
Taylor Co. Ltd.
Toronto, ON
- Full-time
As General Manager, you will lead a predominantly retail portfolio, set the long-term vision and driving performance that strengthens asset value, customer experience and community impact.…
Added 55 mins ago
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Account Manager, SMB
SOTI
Mississauga, ON
- Full-time
The Inside Sales Specialist will be responsible to build long term relationship with customers and partners to drive profitable growth for SOTI. You will be selling products to new/existing…
Added 1 hour ago
CI
Analyst, Business Systems
Canada Infrastructure Bank/ Banque de l'infrastructure du Canada
Toronto, ON
- Full-time
The Analyst, Business Systems, will be based in Toronto and report to the Manager, Information Technology. The Analyst, Business Systems, is pivotal in documenting business requirements,…
Added 1 hour ago
AA
Product Line Manager
AMI Attachments®
Hawkesville, ON
- Full-time
Background in product management, product support, technical sales or dealer development.
Added 1 hour ago
T
Sales Vertical Manager - Global Business Solutions - Canada
TikTok
Toronto, ON
- Full-time
The Sales Vertical Manager is responsible for driving strategy and revenue for a team of individual contributors covering a list of named accounts. They will serve as the advocate for their…
Added 1 hour ago
PC
Vice President of Sales
Phoenix Contact Canada
Milton, ON
- Full-time
The Vice President will lead the evolution of the sales organization from traditional product and technical focused selling toward integrated systems, solutions and value-based selling.…
Added 1 hour ago
SA
Senior Multi-unit Restaurant Operations Leader
SSP America
Richmond, BC
- Full-time
Join Our Team as a Senior Operations Manager – Food & Beverage!
Added 1 hour ago
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Account Manager, Commercial Market
Desjardins
L'étang-du-nord, QC
- Full-time
…order to grow the centre’s business. He or she uses his/her technical business knowledge and solid grasp of applicable procedures, standards and guidelines to represent, negotiate and…
Added 1 hour ago
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Senior Manager, Lifecycle Management & Reliability
Ciena
Ottawa, ON
- Full-time
…manufacturability, supply continuity, failure analysis, and technical support across multiple platforms and product families. The successful candidate will combine strong technical…
Added 1 hour ago
U
ARCHITECTURAL SALES REPRESENTATIVE
Unilock
Georgetown, ON
- Full-time
We are currently seeking an Architectural Sales Representative to join our Commercial Sales Team. Reporting to the Commercial Sales Manager, this position plays a pivotal role in driving…
Added 1 hour ago
T
Business Development Representative
Talan
Toronto, ON
- $75,000 to $80,000 CAD / year
- Full-time
Reporting to BDR manager and part of the marketing team, the Business Development Representative will play a strategic role in initiating discussions with potential clients through…
Added 1 hour ago
T
Représentant(e) développement des afffaires | Business Development Representative
Talan
Montreal, QC · Toronto, Ontario
- Full-time
…des outils d’automatisation et de prospection comme LinkedIn Sales Navigator et…
Added 1 hour ago
VS
Startup Cofounder | Industry Expert
V1 Studio
Montreal, QC
- Contract
A business leader or manager with experience leading teams, projects, operations, or strategic initiatives.
Added 1 hour ago
B
Resident Manager
Boardwalk
London, ON
- Full-time
…passionate about the same. If you have previous customer service, sales, or property management experience, we’d love to hear from…

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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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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