Title:  Technical Operations Associate- Scotiatech

Requisition ID: 256513 

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

Purpose

Contributes to the overall success of Technology for Global Banking and Markets by ensuring specific individual goals, plans, and initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted comply with governing regulations, internal policies and procedures.

Accountabilities 
•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

•    Demonstrate expertise in Windows, mobile technologies, desktop hardware/software, printing, TCP/IP and standard applications

•    Fields incoming help requests from end users via both telephone and e-mail in a professional, courteous, effective, and efficient manner.

•    Resolve 80% of technical support issues on the first call.  Assign to proper resolver teams if needed.

•    Provide preventive maintenance plans

•    Follow ITIL standard processes.

•    Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in our internal Help Desk application.

•    Applies diagnostic utilities to aid in troubleshooting.

•    Accesses software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.

•    Performs hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications.

•    Resolves computer and laptop issues (connectivity, performance) and printer issues (local, network).

•    Performs support on:
o    Windows 11
o    MS Office 365 – Teams, OneDrive, SharePoint Online
o    MS Outlook 
o    Multi-factor Authentication 
o    Virtual Desktops
o    Corporate mobile devices
o    VPN and TCP/IP troubleshooting
o    Proxy Servers / Firewalls
o    Active Directory / Active Roles 
o    Enterprise / departmental applications

•    Periodically supports other IT Groups as needed

•    Escalate large scale issues to senior management.

•    Liaise with the appropriate resolver/application team for second level issues regarding.

•    Adhere to established information security standards and procedures.

•    Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

•    Actively pursue effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. 

•    Champion a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

Dimensions

• The individual in this role will support the Global Banking and Markets business in the U.S.
• Experience with the following regulatory agencies preferred: Federal Reserve Bank of New York, New York Dept. of Financial Services (NYDFS), Securities & Exchange Commission (SEC), Commodities Future Trading Commission (CFTC), National Futures Association, and Office of the Superintendent of Financial Institutions (OSFI).

Education / Experience / Other Information

• Bachelor’s degree in Information Systems or related field required.  Master’s a plus.
• Minimum 2 years’ experience performing IT support at a financial institution required.
• Working knowledge of DNS, Internet Infrastructure, and IP informational tools.
• Knowledge of Windows/MacOS/iOS
• Computer literate and familiar with common computer hardware and productivity software applications.
• General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers)
• Excellent communication skills and ability to be articulate and can speak clearly on the phone.
• Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
• Strong written and oral communication skills.
• Solid interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to absorb and retain information quickly and work independently with minimal supervision.

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence.  Limited domestic and international travel.

Location(s):  Colombia : Bogota : Bogota 

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. If you require technical assistance, please click here. 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.