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.

• 3–5 years of experience in IT technical support, Service Desk, or IT infrastructure.
• Proven experience coordinating technical support teams and managing N1 and N2 incidents.
• Strong knowledge of hardware, software, networking, VPNs, and user administration.
• Experience with IT ticketing systems, monitoring tools, and IT service management platforms.
• Knowledge of ITIL frameworks, SLAs, and IT security best practices.
• Experience managing user access, cloud services, and critical incident resolution.
• Intermediate to advanced English proficiency.
• Strong leadership, communication, organizational, and problem-solving skills.