End User Technical Support Analyst

About the role

Join ScotiaTech, Scotiabank’s innovative technology hub in Bogota, and provide first‑ and second‑level technical support to employees worldwide. You will be the primary point of contact for hardware, software, network and access issues, delivering high‑quality service in a fast‑paced, inclusive environment.

Key responsibilities

• Provide first and second‑level technical support to Scotiabank employees globally via phone, ticketing system and other channels.
• Troubleshoot and resolve hardware, software, application, network connectivity and user account issues.
• Perform Active Directory administration, including user account creation, group management, and access provisioning/de‑provisioning.
• Maintain and update incident tickets with accurate documentation and ensure timely resolution.
• Escalate complex problems to appropriate teams and support Level I analysts with guidance.
• Ensure compliance with IT security policies and access‑management procedures.

Required profile

• Experience delivering first‑ and second‑level support to end users in a global environment.
• Strong customer‑service orientation with ability to communicate technical information clearly.
• Familiarity with IT incident and service request management processes.

Required skills

• Active Directory user and group management.
• Identity & Access Management (IAM) concepts.
• Windows operating systems.
• Microsoft Office Suite.
• Fundamentals of networking and network topologies.
• IT security policies and procedures.
• Hardware and software troubleshooting.
• Ticketing system usage.

What we offer

• Opportunity to work in a purpose‑driven, innovative technology hub of a leading bank.
• Inclusive, diverse and high‑performing culture.
• Competitive benefits package.