Associate - End User Technical Support

 

 

 

Requisition ID: 236204

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

 

Ecosystem IT Support group is one of the dedicated support teams of Scotiabank's Global Technology Services (GTS). The Ecosystem model is an activity based working environment for employees & gives them choice and flexibility for where they work, when in the office.

The Ecosystem IT Support team consistently delivers an excellent IT experience to Scotiabank employees by providing easy to use, intuitive & reliable technology, along with best-in-class support. We are the front line for employees seeking access to systems, applications and resolving end user computing issues and fulfillment requests. Our team specifically supports the Bank’s Ecosystem citizens in Toronto’s downtown financial district and our Scarborough campuses.

When stationed in an ecosystem, you will work closely with Community Leads to provide end level support for the citizen group based there. You act as the single point of contact for all technology related issues & will provide supervised systems level support for production endpoint systems, as well as development systems.

This support comprises of technical assistance to users, resolution and prevention of problems in a 9 to 5 production environment and systems level software installation and updates. You will also act as a technical liaison with other departments for assistance with implementing new projects.

 

Is this role right for you?
• You thrive on managing customer issues, resolving them directly or engaging internal resources to do so.
• Ability to be hands-on during mid to complex project deployments into production. This will include the support of assigned systems by acting as an internal consultant on assigned infrastructure and providing suggestions for viable solutions to systems problems of high complexity.
• You have a passion to ensure that all tasks are completed within a timely manner and all tasks are being logged through our Service Now ticketing system.
• You are empathetic and can portray an accurate sense of urgency and professionalism when interacting with customers.
• You enjoy sharing information and collaborate with members of the team to find innovative solutions.

 

 

Do you have the skills that will enable you to succeed in this role? 
• You have strong communication (verbal/written) and good interpersonal skills to build relationships with internal and external business partners and vendors.
• You have at least 5+ years of hands-on technical working experience as a Desktop Technician in a large, fast paced, high demand corporate environment.
• You have at least 5+ years of hands-on working experience in utilizing your problem-solving & decision-making skills to provide both technical support and customer service.
• You have at least 5+ years of hands-on technical working experience in resolving technical issues related to Windows 7/8/10 Operating Systems for PC’s & Macintosh iOS/macOS.
• You can demonstrate your technical working knowledge on all aspects of end-user computing, to deal with complex technical issues, which range from PC’s, Laptops, Tablets, Networking & Printers.
• You also have working knowledge in the use and support of Office 365 (i.e., Microsoft Word/Outlook/Excel).
• You can demonstrate a good understanding of how to troubleshoot application issues.
• You have a solid track record when it comes to being very customer focused and having a good understanding of the needs of our customers.
• You possess excellent organizational skills to manage multiple complex initiatives.
• You can work with minimum supervision and in collaboration with a large team.
• Post-secondary degree in Computer Science or in a relevant field of study.

 

What's in it for you?
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
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