ATS (Advisor Technology Support) Specialist

About the Role:
Sun Life is hiring an ATS Specialist (Advisor Technology Support) to join our award-winning Service Desk. This team supports Advisors across Canada, resolving technical issues and ensuring seamless client service. You’ll be part of a collaborative environment helping with a wide range of IT troubleshooting tasks — from password resets to device setup and software support.

🔹 Key Responsibilities:
Serve as first-line IT support for Sun Life Advisors and their assistants
Troubleshoot issues related to Active Directory, Windows 11, and ServiceNow
Log and document issues accurately for resolution tracking
Escalate unresolved issues to Tier 2/3 support or specialized teams
Use the internal Knowledge Base (KB) and team chats to resolve complex problems
Help manage calendars and scheduling for advanced ATS support
Work as part of a highly collaborative and inclusive service desk team

🔹 Key Requirements:
1–2 years’ experience in IT Support, Service Desk, or Call Center environment
Strong troubleshooting skills and the ability to communicate clearly with clients
Customer-focused with strong interpersonal and problem-solving skills
Experience with:
Active Directory
ServiceNow or similar ITSM tools
Windows 10/11 environments
Bilingual (French/English) is mandatory to support clients in Quebec
Must be located near a Sun Life office in Canada (for equipment pickup)
Ability to work rotational shifts (8 am–8 pm ET)

🔹 Work Environment:
Fast-paced, collaborative teams of 10–14 agents
Total org size of 45–50 agents
Open, interactive service desk culture
Hybrid flexibility, but not 100% remote