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.

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.