Associate - End User Technical Support

Requisition ID: 235887

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

Employee Digital Experience (EDX) is the face of Scotiabank’s Global Technology Services (GTS). We are the front line for employees seeking access to systems, applications, resolving end user computing issues and fulfillment requests. EDX consistently delivers an excellent IT experience to Scotiabank Employees globally by providing easy to use, intuitive, reliable technology, along with best-in-class support anytime - anywhere.

Our Technology Field Support team specifically supports the bank’s Executive Offices in Toronto’s downtown financial district; as well, in the King Street West & Bathurst Street area. In this role, you will be expected to spend time, both onsite & remotely.

You will play a critical part in keeping the bank’s endpoint systems running. This support comprises of technical assistance to users and their endpoint devices in a 24x7 production environment. You are also responsible liaising with other departments, vendors, and other internal support teams for assistance in implementing new projects.

In this role, you will be expected to spend time, both onsite & remotely. You can also expect rotating coverage for a hotline and on-call support.

Is this role right for you?

• You thrive on managing customer issues, resolving them directly or engaging internal resources to do so.
• You have a passion to ensure that all tasks are completed within a timely manner and all tasks are being logged through our ticketing system.
• You are empathetic & 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.
• You understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Do you have the skills that will enable you to succeed in this role?

• You can demonstrate the ability to interact with people, remotely & in person.
• You possess good verbal & written communication skills in English.
• 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 have at least 4+ years of hands-on working experience in a fast paced, high demand corporate office environment.
• You have at least 4+ year of hands-on technical working experience in providing both technical support and customer service.
• You have at least 5+ years of hands-on technical working experience with resolving technical issues related to Microsoft Windows 7/8/10 Operating Systems.
• You have at least 3+ years technical working experience with resolving technical issues related to Apple iOS and Google Android OS.
• You can demonstrate your technical working knowledge on all aspects of end-user computing, in order to deal with complex technical issues, which could range from PC’s, Laptops, Tablets, Networking & Printers.
• You can demonstrate a good understanding of how to troubleshoot application issues.
• You also have working knowledge in the use and support of Office 365 (i.e., Microsoft Word/Outlook/Excel).
• You have completed a post-secondary education 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.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.