End User Technical Support Analyst

Scotiabank; Bogotá; Presencial; COP 53.568.000 - 80.352.000; Jornada completa

Descripción de la vacante

Scotiabank via ScotiaTech in Bogota seeks an End User Technical Support Analyst to deliver first and second-line IT support for employees worldwide, focusing on timely incident resolution and security adherence.

You will handle Active Directory, IAM, Windows OS, and Microsoft Office apps, addressing hardware, software, and network issues while collaborating with Level I teams for efficient outcomes.

Formación

• Active Directory users and groups administration
• IAM/Identity & Access Management
• Windows operating systems expertise
• Microsoft Office Suite proficiency
• Networking fundamentals and topology knowledge
• IT security policies and procedures
• Incident and service request management

Responsabilidades

• Provide first and second-level technical support to employees via phone, tickets, and intake channels.
• Troubleshoot and resolve incidents related to hardware, software, applications, network, and user accounts.
• Perform Active Directory administration: user accounts, group management, access provisioning/deprovisioning.
• Manage and update incident tickets with proper documentation; escalate complex issues as needed.
• Provide Level II support for applications, systems, networks, and devices; ensure security policy compliance.
• Support global users and maintain high customer satisfaction standards.
• Assist Level I teams with guidance and procedural feedback.

Conocimientos

Active Directory

IAM / Identity & Access Management

Windows OS

Microsoft Office Suite

Networking fundamentals

IT security policies

Incident & service management

Descripción del empleo

Title: End User Technical Support Analyst

Requisition ID: 266984

Thanks for your interest in ScotiaTech, Scotiabank's new and innovative Technology hub in Bogota.

Join a purpose driven winning team that promotes creativity and innovation in a fast-paced environment, where we’re always committed to results, in an inclusive, diverse, and high-performing culture.

Purpose

This role is responsible for providing first and second-level technical support to Scotiabank employees globally, ensuring timely resolution of IT incidents, access management requests, hardware/software issues, and technology-related inquiries. The analyst acts as a key point of contact for internal users, delivering high-quality customer service while adhering to security policies and operational procedures.

Accountabilities

• Provide technical support to employees through phone, ticketing systems, and other intake channels.
  Troubleshoot and resolve incidents related to:
• Hardware
  Software
  Applications
  Network connectivity
  User accounts and access
• 
  Perform Active Directory administration, including:
• User account creation and maintenance
  Group management
  Access provisioning and deprovisioning
• 
  Manage and update incident tickets, ensuring proper documentation and timely resolution.
  Escalate complex issues when necessary.
  Provide Level II technical support for applications, systems, networks, and devices.
  Ensure compliance with security policies and access management procedures.
  Support global users and maintain high customer satisfaction standards.
  Assist Level I support teams by providing guidance and procedural feedback.

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence

Education / Experience / Other Information (include only those that are specific to the role)

• Active Directory Users and Groups
• Identity & Access Management (IAM)
• Windows Operating Systems
• Microsoft Office Suite
• Network Fundamentals and Network Topologies
• IT Security Policies and Procedures
• Incident and Service Request Management

Location(s): Colombia : Bogota : Bogota

ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone.

Job Segment: Technical Support, Help Desk, Information Technology, Bank, Banking, Technology, Finance