IT Support Lead

Join NovaFin!

At NovaFin, we are looking for an experienced IT Support Lead with a strong background in technical support, IT infrastructure management, and incident resolution to ensure the availability, security, and continuity of our technology systems in a dynamic fintech environment.

Key Responsibilities

• Coordinate and supervise first- and second-level technical support (N1 and N2) activities.

• Diagnose, troubleshoot, and resolve hardware, software, connectivity, and network incidents through ticketing systems, internal chat, and on-site support.

• Manage and maintain computer equipment, peripherals, mobile devices, and corporate IT tools.

• Administer user accounts, access rights, and permissions across internal platforms, financial systems, and cloud services.

• Monitor IT infrastructure, including networks, VPNs, firewalls, servers, and critical services.

• Provide technical support for internal applications and fintech platforms, collaborating with Development and Security teams.

• Oversee incident management, escalations, and Service Level Agreement (SLA) compliance.

• Implement and enforce IT security policies, including MFA, password management, patches, and system updates.

• Document technical procedures, solutions, and system configurations.

• Coordinate with external vendors to resolve technical issues and service disruptions.

• Participate in technology improvement projects, system migrations, automation initiatives, and continuous improvement activities.