Position Summary: Provides specialized technical support for incidents and technology-related requests, ensuring reliability and availability of resources. Key Highlights: 1. Reactive, preventive, proactive, and predictive technical support 2. Information and communication technology management 3. Hardware and software troubleshooting **Requisition ID:** 225393 **Employee Referral Program – Potential Reward:** $0\.00 We are committed to investing in our employees and helping you continue your career at ScotiaGBS #### **Position: IT Support Analyst / IT \-** ***Operations Vice Presidency*** **/** ***ScotiaGBS Bogotá, Colombia*** ***Purpose*** Provide basic and specialized technical support for incidents and technology-related requests affecting business units and GBS Colombia departments, in a reactive, preventive, proactive, and predictive manner. Contribute to achieving departmental IT objectives, the Operations Vice Presidency, and GBS Colombia, through execution of assigned role activities and responsibilities. Provide all users with the highest level of reliability and availability for technology resources related to computing equipment, telephony devices, hardware peripherals, audio/video equipment, network infrastructure, servers, as well as applications and software. #### ***Responsibilities*** * Manage information technologies, including but not limited to technology platforms, information systems, corporate software, communications infrastructure, data channels, voice channels, and computing equipment, ensuring their availability and support. * Provide technical support related to computer hardware and technology equipment incidents, such as computers, printers, peripherals, conference rooms, mobile devices, and other technology devices. * Provide technical support related to software incidents, including business applications, web applications, client/server applications, application installations, office productivity tools, specialized software, fault repair, and other required software interventions. * Resolve recurring problems related to hardware or software incidents. * Address all technology-related requests by coordinating with the respective platform and/or technology application owners. * Responsible for supporting projects and temporary assignments, interacting with multiple interdisciplinary teams to achieve objectives. * Responsible for coordinating movements, relocations, and/or migrations of computers, telephones, technology devices, connectivity accessories, and peripherals. * Responsible for contacting appropriate vendors when necessary for maintenance, service, and/or appropriate resolution. * Perform computer image installations, operating system configurations and installations, as well as application customizations and mass deployments. * Respond to enabled communication channels—such as email, telephone, incident and request management software, mobile phones, chats, on-site support, and any others enabled—to provide appropriate technical support. * Represent GBS Colombia in various technical discussions, projects, and system improvements within the scope of a support technician’s responsibilities. * Responsible for deployment, configuration, and maintenance of all personal computers, laptops, printers, and other technology equipment, including installation and testing. * Diagnose and repair technology equipment within the scope of technical knowledge enabling resolution of hardware issues. * Proactively manage and control company technology assets with high ownership and accountability. * Responsible for completing required information systems to execute and document responsibilities. * Document required technical information. * Propose continuous improvement initiatives. * Execute routine maintenance and monitoring checklists. * Lead and promote a customer-focused culture across the entire team under supervision, aiming to strengthen client relationships and leverage the Bank’s relationships, systems, and knowledge. * Understand how the Bank’s risk appetite and risk culture must be considered in daily activities and decisions. * Create an environment where the team conducts effective and efficient operations within their respective areas, aligned with Scotiabank’s values, Code of Conduct, and Global Sales Principles, while ensuring suitability, compliance, and effectiveness of daily business controls to meet obligations regarding operational risk, regulatory compliance risk, money laundering and terrorist financing risk, and conduct risk. * Promote a high-performance environment and implement a workforce strategy that attracts, retains, develops, and motivates the team by fostering an inclusive workplace and applying a *coaching* mindset and behaviors; communicate vision, values, and business strategy, and manage succession and development planning for the team. **Reporting Relationships** #### **Senior Manager:** ***(include secondary manager, if applicable)*** #### **IT Support Manager** #### #### ***Number of Employees/Scope of Control.*** * The employee is responsible for providing technical support during working hours under a rotating shift schedule covering 7 days per week and 24 hours per day (24/7\). * Support the Scotiabank Bogotá campus comprising its 3 buildings and over 3\.500 workstations. * Provide technical support across different countries and geographies of various operations. * Provide support in English and Spanish. * Act as a catalyst for Scotiabank’s culture. * Customer service orientation and collaborative attitude. * Problem diagnostic capability. * 24/7 availability for telephone, remote, or on-site support depending on the incident. * Application, control, management, maintenance, recovery, identification, support, and resolution of issues affecting all technology equipment. #### ***Education, Experience, Other Information*** * Minimum 1–2 years of experience in technical support. * Experience managing corporate technology. * Technical diploma, technologist, or engineering degree in a professional program related to Information Technologies. * General knowledge of information systems, software, and applications. * General knowledge of computer hardware and operating systems. * General knowledge of networks and services provided by servers. * Knowledge of VoIP telephony, call recording systems, Inbound and Outbound. * Excellent motivation, leadership, training, and organizational skills, with ability to prioritize/delegate and consistently handle a variety of tasks and situations. * Time management, multitasking, and adaptability to shifting priorities. * Strong developed verbal and written communication skills. * Excellent interpersonal skills and a collaborative management style. * Required proficiency in a second language (Spanish/English), preferably B2 level. #### ***Working Conditions*** * Office environment * Extended periods working on a PC with frequent opportunities to move around. * Movement may be restricted and may lead to eye strain. * Equipment movement. * Access to refrigerated technical rooms. * Will be provided with a computer and access to systems authorized by BNS. * Work schedule will follow rotating shifts from Sunday to Sunday, with respective rest days according to the established schedule for each shift. * Occasional possibility of working outside standard working hours. #### ***Working Conditions*** * Work in a standard office\-based environment; non\-standard hours are a common occurrence. \#LI\-HYBRID Location(s): Colombia : Bogota : Bogota Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits. At ScotiaGBS, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.