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Title:  Associate - End User Technical Support




Requisition ID: 150830

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


The team:

Employee IT Services (EITS) 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. EITS 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 Employee IT Advanced Support Services team specifically supports high-profile users, portfolio managers and traders with a white glove service in Toronto’s downtown financial district. We represent GTS on all technology rollouts, projects, and initiatives. This group aides in testing, project implementation support, critical business lines assistance from a corporate and departmental policy and procedure perspective, while supporting end-user computing needs with an end-to end support process for break fix/software/hardware issues on all technology equipment including desktops/laptops/printers/mobile devices spanning multiple domains and operating platforms.


The role:

You 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 24x7 production environment + assistance in systems capacity planning and systems level software installation and updates. You are also responsible for implementing with direction logical access control and liaison with other departments for assistance with implementing new projects.


In this role, you will be expected to spend time, both onsite & remotely. You can also expect rotational 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 thrive on being 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 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.


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 working experience in utilizing your problem-solving & decision-making skills to provide both technical support and customer service in a fast paced, high demand office environment.
  • 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, in order to deal with complex technical issues, which range from PC’s, Laptops, Tablets, Networking & Printers.
  • 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 also have working knowledge in the use and support of Office 365 (i.e., Microsoft Word/Outlook/Excel).
  • You possess excellent organizational skills to manage multiple complex initiatives.
  • You have completed a post-secondary education in Computer Science or in a relevant field of study.


What's in it for you?

  • We are technology partners who help the business transform how our employees around the world work.
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success! We also foster an environment of innovation and continuous learning.
  • We care about our people, allowing them to design how they work to deliver amazing results.
  • We offer a competitive total rewards package, including a performance bonus, company matching programs (pension & Employee Share Ownership), generous vacation; health/medical/wellness benefits; employee banking privileges.
  • We currently work both remotely from home & onsite in Toronto.  When onsite, our primary office in downtown Toronto is:
    • Located in the heart of Toronto’s financial district, the work site is located right above the TTC’s Line 1 King subway station & is located minutes from GO Transit/VIA Rail hub at Union Station; as well as the TTC’s King 504 streetcar line.
    • Just minutes from the Gardiner Expressway & the DVP.
    • You have card access to The Commons, a dining space at Scotia Plaza for employees where breakfast & lunch are served. Also, The Bean serves hot/cold beverages & snacks.
    • Directly accessible to The PATH & its many food courts, restaurants, grocery stores, LCBO, hairdressers, pharmacies, gyms, clothing stores & services.



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. 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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