Technical Support Specialist

The Canada Life Assurance Company • London, ON

8d • Hybrid

About The Position

We are looking for a Technical Support Specialist, an experienced individual who will support Microsoft 365 governance and support our advisors. This is a Permanent Full Time position.

Requirements

• Minimum 3+ years of experience in a technical support or systems support role within a Microsoft‑based environment
• 2+ years of experience configuring and supporting a Microsoft 365 tenant, including SharePoint Online, Microsoft Teams, OneDrive for Business, and Power Apps
• Minimum 2+ years of experience supporting Salesforce in a lightweight administration or application support capacity
• Demonstrated experience providing Level 2/3 production application support, including incident, request, and on‑call responsibilities
• Strong MS SQL skills, including writing, optimizing, and troubleshooting queries
• Hands‑on experience with SSIS (SQL Server Integration Services) and SSRS (SQL Server Reporting Services)
• Experience supporting reporting, data extracts, and business intelligence solutions
• Undergraduate degree in Computer Science, Information Systems, or a related discipline preferred, or equivalent professional experience

Nice To Haves

• Experience within the Financial Services or Wealth Management industry is considered an asset

Responsibilities

• Serve as Subject Matter Expert (SME) for Microsoft 365, including collaboration tools, tenant configuration, and platform enhancements
• Support Microsoft 365 governance, security, compliance, and retention policies
• Provide support for Microsoft 365 services, including tenant migrations and global configuration for IPC Advisors
• Provide lightweight Salesforce administration and application support, including user access, roles, profiles, permission sets, reports, and dashboards
• Support day‑to‑day Salesforce operations by responding to user requests, troubleshooting access issues, and resolving common configuration or data‑related problems
• Escalate advanced Salesforce configuration, integration, or platform issues to internal platform owners or third‑party vendors as required
• Provide Level 2/3 application and platform support, resolving complex technical issues within defined SLAs
• Apply exceptional troubleshooting skills across applications, integrations, databases, and reporting environments
• Monitor and respond to incidents, service requests, and system alerts using an enterprise incident management system
• Participate in an on‑call rotation, managing and monitoring the production environment, responding to critical incidents, and ensuring system availability outside normal business hours
• Collaborate with business stakeholders to gather requirements and translate them into effective technical solutions
• Work closely with Account Managers on change requests, issue prioritization, and service improvement initiatives
• Support functional testing for internally developed and enhanced applications, including coordination and issue validation
• Generate ad hoc SQL queries, reports, and data extracts to support business and operational needs
• Design, maintain, and analyze business reporting systems, reports, and views
• Utilize strong MS SQL skills to develop, optimize, and troubleshoot reporting logic
• Build or support data integration and automation processes using SSIS
• Develop, maintain, and support operational and business reports using SSRS
• Create and maintain technical documentation, including procedures, playbooks, test plans, and user guides
• Contribute to departmental initiatives focused on process improvement and workflow optimization
• Document application and support procedures to enhance knowledge sharing and reduce recurring issues
• Ensure adherence to company technology, security, and regulatory requirements
• Support initiatives related to data governance, retention, privacy, and audit readiness

Benefits

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security: Company-matching pension plan, share ownership program and additional investment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree