End User Technical Support Analyst
Scotiabank is an international bank offering personal, business and commercial banking, wealth management, private banking, corporate and investment banking, and capital markets services. Its clients include individuals, businesses, corporations, institutions and investors across Canada, the United States, Mexico, Latin America, Europe and Asia Pacific.
About Scotiabank
Scotiabank, also known as The Bank of Nova Scotia, provides a broad range of financial products and services, including deposit accounts, credit cards, lending, mortgages, insurance, investments, wealth management, private banking, corporate and investment banking, capital markets, foreign exchange, financing, advisory services and transaction banking. The organization serves personal banking customers, small and mid-sized businesses, commercial clients, corporate and institutional clients, and investors through its global network.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You provide first- and second-level technical support to employees through phone, ticketing systems, and other channels. You troubleshoot hardware, software, applications, networks, accounts, and access issues, administer Active Directory, document incidents, escalate complex problems, and support global users while following security procedures.
Requirements
- Active Directory Users and Groups
- Identity and Access Management
- Windows operating systems
- Microsoft Office Suite
- Network fundamentals and network topologies
- IT security policies and procedures
- Incident and service request management
Responsibilities
- Provide technical support through phone, ticketing systems, and other intake channels
- Troubleshoot hardware, software, applications, network connectivity, user accounts, and access issues
- Administer Active Directory user accounts, groups, and access provisioning
- Manage and update incident tickets with proper documentation
- Escalate complex technical issues when necessary
- Provide Level II support for applications, systems, networks, and devices
- Ensure compliance with security policies and access management procedures
- Support global users and maintain customer satisfaction
- Guide Level I support teams