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.