Senior Support Engineer

ScotiaTech; Bogotá; Presencial; COP 72.000.000 - 96.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional growth

Diversity & inclusion

Wellness benefits

Competitive salary

Descripción de la vacante

ScotiaTech, a unit of Scotia GBS Colombia, is seeking a Support Engineer in Bogotá to provide day-to-day end-user technical support on Risk and Finance production systems. You will work with an international team to resolve incidents and document processes.

The ideal candidate has 3+ years in support (L1/L2) with exposure to L3, strong English and Spanish communication, and a proactive mindset. The role offers growth in a diverse, dynamic, multicultural environment.

Formación

• 3+ years of experience in Level 1 and 2 support.
• Experience with Level 3 support is a plus.
• Fluent in English and Spanish (B2-C1 level).

Responsabilidades

• Provide effective day-to-day end-user technical support for Risk and Finance production systems.
• Investigate issues, document processes, and assist in problem resolution.
• Respond to calls/emails from business users and determine if issues can be resolved locally or escalated.
• Escalate high-priority issues to management to ensure rapid resolution.
• Create and assign ServiceNow tickets to appropriate support teams.
• Participate in quarter-end and month-end support activities.

Conocimientos

Customer support

English & Spanish

Communication skills

Herramientas

ServiceNow

Descripción del empleo

Scotiatech is a world-class engineering group! We are seeking to modernize bank technology by delivering a trustworthy, unique and top-quality service. Our main banners are inclusiveness, diversity and different ideas for our customers and employees to reach their top potential.

If you're looking for your next big challenge, then ScotiaGBS is the place to be!

What will you do as a Support Engineer?

• Provide effective day to day end user technical support to all units on Risk and Finance production systems, maintained within GFT.
• Assist the Manager by conducting research and analysis, documenting operational processes to assist in the resolution of problems to meet the needs of the supported systems/applications.
• Respond to the incoming calls/emails from the business users reporting the incidents/issues, evaluate the issue and determine if the issue can be resolved locally or if it needs to be escalated to the other teams or 2nd level support when applicable.
• Escalate to Manager for assistance and/or escalation purposes, to quickly analyze problems and resolve escalated issues, and provide recommendations to management with regards to resolution.
• Escalate all high priority issues affecting availability, customer impact and user impact to the Manager, and Senior Management.
• Raise Service Now tickets from any email or phone issue request and assign them to the suitable support team.
• Participate in quarter-end and month-end support activities.

What do we expect from you?

• To have +3 years of experience with support (Level 1 and 2).
• Have some experience with support level 3.
• To have great communication abilities, both in English and Spanish (B2-C1 Level)

What's in it for you?

• Great professional growth opportunities
• A great diverse, dynamic, and multicultural work environment
• Financial and emotional wellness
• Competitive salaries… and a lot more!

ScotiaTech is a unit of Scotia GBS/GSG Colombia