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Senior Analyst- Technical Client Support

Financière Sun Life

C'est un Contrat job à Montreal, QC publiée le janvier 13, 2023.

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:

This role requires Canadian Enhanced Reliability Security clearance [a minimum of 5 years of consecutive residency in Canada].

On 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. 

  • Do you like figuring things out, problem solving? Can you troubleshoot?
  • Can you think through a logical process to resolve an issue in a fast-moving environment?
  • Can you communicate clearly and confidently, both orally and in writing?
  • Could you support and engage with our clients, providing excellent customer service whilst adhering to policy and deadlines?
  • Are you patient – can you pass on your expertise to clients in an amiable, comprehensible manner?

What will you do?

  • Provide Tier 2 On-Site Support for all reported end-user related incidents.
  • 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.
  • Process and deliver upon client service requests such as new employee laptop deployments and iPhone and iPad support.
  • 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.
  • Manage and maintain OSS procedures and operational documentation. The successful candidate will ensure procedural documentation is current and accurate.
  • Based on your experience, anticipate problems and provide 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.

What do you need to succeed?

  • Demonstrated knowledge and skills with PC & Mac operating systems (specifically Windows 10), 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, Lotus Notes
  • Validated experience managing competing demands and working in fast-paced environment
  • Flexibility to move seamlessly between day-to-day operations and more extensive, large-scale projects.
  • Bilingualism (French, English) required- interactions with English-speaking customers or partners

Assets:

  • 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
  • 12-24 months 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

Preferred Skills

  • Excellent Customer focus and customer service skills
  • Dealing with difficult client related issues in a calm manner
  • Must be fluent in French/English (Bilingual)
  • Analytical, problem-solving, and decision-making skills
  • Ability to work under pressure
  • Strong interpersonal, teamwork and cooperation skills with advanced interpersonal sensitivity

Please note:

  • Provide on-call support as scheduled
  • Be available for scheduled off hours work

What’s in it for you:

  • Great Place to Work® Certified in Canada and the US.
  • Named 2021 “Best Places to Work” by Glassdoor
  • Canada Award for Excellence for Mental Health at Work – 2021
  • We’re proud to be a Best Workplace for Hybrid Work by Great Place to Work® Canada
  • Competitive salary and bonus structure influenced by market range data
  • Pension, stock and savings programs to help build and enhance your future financial security
  • An environment of continuous learning and improvement
  • Flexible hours and periodic work from home options

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.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible 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:

58,700/58 700 – 93,900/93 900

Job Category:

IT – Technology Services

Posting End Date:

26/01/2023