End User Technical Support Analyst

Responsibilities

• Provide professional and courteous technical support to the business community, aiming for high first-call resolution rates.
• Perform initial diagnostic support for employee technology equipment, resolving or escalating incidents via phone, incident management software, or other contact channels.
• Manage user access and accounts in strict accordance with company security policies.
• Document all technical information and incident details within the tracking system to ensure timely resolution and service level compliance.
• Provide second-level support for various applications, software, networks, and hardware.
• Offer constructive feedback to first-line support teams to ensure adherence to security procedures.
• Stay updated on rapidly changing technological trends and self-learn new technologies to support business needs.

Requirements

• Extensive knowledge of various operating systems and the ability to troubleshoot applications across different platforms.
• Strong proficiency in Active Directory, including applying policies and functions to domain groups.
• Solid understanding of network topologies and security policies.
• Proficiency with the Microsoft Office suite.
• Strong verbal and written communication skills for generating management reports.

Preferred Qualifications

• Advanced English proficiency (B2 level) in both written and verbal communication.

About the Company

Scotiabank is a leading global financial institution. ScotiaTech, located in Bogotá, is an innovative technology center designed to support the bank's diverse technological systems and processes. We offer an inclusive, diverse, and high-performance work environment that values unique skills and experiences.