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IT Support Lead

  • On-site
    • Ciudad de México, México, Mexico
  • MX$40 - MX$45
  • Engineering & Technology

If you have a strong technical background, leadership skills, and are looking for a new professional challenge in the financial technology industry, we want to hear from you!

Job description

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.

Job requirements

  • 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.

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