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Title:  US Technical Operations Specialist

 

 

 

Requisition ID: 135628

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

 

Purpose

Scotiabank is growing.  The Information Technology department is building an improved tech support and onboarding team to manage growth.  If you are a Windows desktop support specialist who consistently keeps multiple streams running and delivered on time, join our team and help transform the way IT technical support is performed in the US. 

 

The person filling the roll will contribute to the overall success of the business, ensuring specific individual goals, plans, initiatives are executed and delivered in support of the team’s business strategies and objectives.  All conducted activities must comply with governing regulations, internal policies and procedures.

 

The ideal candidate will be able to thrive in a high paced environment and contribute on various IT initiatives as needed.

 

Accountabilities

  • Provide end-user support for Windows 10, Office 365, remote access/VPN.
  • Support front-office trading and sales functions in a large international bank.
  • Support back-office operations and corporate functions.
  • Support Investment Banking, Compliance, and other private-side businesses within the bank.
  • Understand priorities, risks, and regulatory rules of the bank.
  • Champion a customer focused culture to deepen client relationships.
  • Demonstrate subject matter expertise in Windows, mobile technologies, desktop hardware/software, printing, TCP/IP and standard applications.
  • Provide exemplary customer support
  • Provide technical support of end user issues via telephone, email, ticket assignment or walk-up requests.
  • Resolve 80% of technical support issues on the first call.  Assign to proper resolver teams if needed.
  • Perform root cause analysis, diagnosis, and remediation of all technical issues.
  • Manage trouble tickets in Service Now.
  • Use diagnostic utilities to aid in troubleshooting.
  • Access 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).

 

Required expertise:

  • Windows 7 / Windows 8.1 / Windows 10
  • MS Office 365 – Teams, OneDrive, SharePoint Online
  • MS Outlook
  • VPN and TCP/IP troubleshooting
  • Proxy Servers / Firewalls
  • Active Directory / Active Roles
  • Enterprise / departmental applications
  • Support conference rooms including Cisco video conferencing.
  • Understand business continuity concepts
  • Support other IT Groups as needed
  • Escalate large scale issues to senior management.
  • Liaise with the appropriate resolver/application teams for second level support.
  • Engage a broad range of stakeholders across Front & Middle Office, Product Control, Risk Management, Back Office, Application teams. 
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

 

 

Reporting Relationships

 

Primary Manager:

Manager, Technical Operations

Direct Reports:

None

Shared Reports (solid/dotted if applicable):

None

 

Dimensions

 

  • The individual in this role will support the Global Banking and Markets business in the U.S.
  • Experience with the following regulatory agencies a plus: 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.
  • Minimum 4 years’ experience performing IT support at a financial institution.
  • Working knowledge of DNS, internet infrastructure, and IP informational tools.
  • Technical support expert, familiar with common computer hardware and productivity software applications.
  • Expert troubleshooting skills with various hardware (Laptops, iPads, iPhones, desktops, printers).
  • Excellent communication skills, ability to be articulate and speak clearly on the phone.
  • Excellent judgment skills to properly evaluate situations and provide effective solutions.
  • Strong written and oral communication skills.
  • Solid interpersonal skills, with a focus on understanding issues and making recommendations.
  • 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

 

Location(s):  United States : New York : New York City 

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.


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