Technical Analyst

Scotiabank • Toronto, ON

2d • Onsite

About The Position

The @Bar IT Support team, part of Scotiabank’s Employee Digital Experience (EDX), focuses on making technology simple, reliable, and empowering for employees. The @Bar model provides building-level, on-site support through a dedicated queue. This team is the first line of defense for secure access to systems and applications, resolving end-user computing issues, and fulfilling requests, aiming to deliver an excellent IT experience with intuitive tools and hands-on support. They support the Bank's employees Monday to Friday, 8:30 a.m. – 5:00 p.m. (excluding statutory/banking holidays) at the downtown Toronto campus, working closely with colleagues and technology partners to ensure a smooth employee experience. The role involves diagnosing and resolving endpoint issues, guiding colleagues through solutions, and providing hands-on assistance across production endpoint systems and select development environments to maintain productivity and connectivity. Responsibilities include end-user technical assistance, proactive problem prevention, and software installation/updates within an 8:30 a.m. to 5:00 p.m. production environment. The role also requires partnering with other technology teams for escalations and contributing to rollouts.

Requirements

• Strong communication (verbal/written) and good interpersonal skills to build relationships with internal and external business partners and vendors.
• At least 5+ years of hands-on technical working experience as a Desktop Technician in a large, fast-paced, high demand corporate environment.
• At least 5+ years of hands-on working experience in utilizing problem-solving & decision-making skills to provide both technical support and customer service.
• At least 5+ years of hands-on technical working experience in resolving technical issues related to Windows Operating Systems for PC’s & Macintosh iOS/macOS.
• Demonstrated technical working knowledge on all aspects of end-user computing, to deal with complex technical issues, ranging from PCs, Laptops, Tablets, Networking & Printers.
• Working knowledge in the use and support of Office 365 (i.e., Microsoft Word/Outlook/Excel).
• Demonstrated good understanding of how to troubleshoot application issues.
• Solid track record of being customer-focused with a good understanding of customer needs.
• Excellent organizational skills to manage multiple complex initiatives.
• Ability to work with minimum supervision and in collaboration with a large team.
• Post-secondary degree in Computer Science or in a relevant field of study.

Responsibilities

• Managing customer issues, resolving them directly or engaging internal resources.
• Being hands-on during mid to complex project deployments into production.
• Supporting assigned systems by acting as an internal consultant on assigned infrastructure.
• Providing suggestions for viable solutions to systems problems of high complexity.
• Ensuring all tasks are completed within a timely manner.
• Logging all tasks through the Service Now ticketing system.
• Portraying an accurate sense of urgency and professionalism when interacting with customers.
• Sharing information and collaborating with team members to find innovative solutions.

Benefits

• Diversity, Equity, Inclusion & Allyship programs
• Accessibility and Workplace Accommodations
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits starting on day one.
• Community Engagement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree