systems applications engineer

Title: End-User Computing Lead Engineer

Posted on: April 24, 2025 by Scotiabank

Job Details

Requisition ID: 220919

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. The Global Wealth Management Engineering team is currently looking for an End-User Computing Lead Engineer. The EUC Engineer will provide technical support to end users on various technical issues and problems relating to hardware and software.

The candidate shall respond, document, and resolve service tickets in a timely manner and according to Service Level Agreements. They create new report templates and formats for new analysis. The selected candidate will interact with cross-functional teams, understand support requirements, perform ad-hoc root cause analysis, develop checklists for typical problems, and define methods for issue resolution and prevention. The candidate should understand the service level requirements and strive for continuous service improvement by providing quality technical support to end users. They should be able to identify interdependencies when analyzing problems and developing creative solutions, displaying sound judgment when making decisions and demonstrating initiative when the situation calls for action.

Responsibilities

1. Provide exceptional customer service and support to internal clients regarding EUC-related concerns.
2. Act as a point of contact, responding promptly to inquiries and ensuring high levels of user satisfaction.
3. Request assistance according to escalation procedures, keeping records of each request, contact information, and action taken, including feedback to the user.
4. Troubleshoot technical issues related to end-user computing, encompassing both hardware and software components.
5. Identify problems and proactively suggest ways to improve processes as applicable.
6. Prepare, propose, implement, and track projects, policies, procedures, and standards relating to End User Technology Management, IT security, and infrastructure.
7. Research alternatives to existing software, hardware, and procedures.
8. Work closely with stakeholders in cross-functional groups to ensure integration, project execution, and successful implementation and support with minimal disruption to user operations.
9. Review trends of support cases related to endpoint deployment and areas to identify any areas of concern, propose and implement improvement measures.
10. Identify interdependencies when analyzing problems to develop feasible innovative solutions in compliance with security.

Qualifications

1. A Bachelor's degree in Information Technology, Computer Science, or a related field.
2. At least 5 years or more experience in Desktop EUC environment using leading methodologies & processes.
3. Successful track record in project and user management and as a project lead for small to mid-scale projects.
4. Experience in MS Windows environment & application support.
5. Strong leadership and analytical skills and ability to work independently.
6. Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.
7. Effective written and verbal communication skills.
8. Knowledge in Windows 11, Microsoft Active Directory, O365, Networking, Security, and storage.
9. Certification in ITIL, MCSA for Windows 11 is preferred.

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 employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.

Location

Toronto, ON

Salary

$31.00 to $82.00 HOUR hourly

Terms of Employment

Permanent employment, Full time, Starts as soon as possible, 1 vacancy

Advertised until

2025-05-23