IT Support Specialist at HelloMe Limited

About the Role 

We are seeking a resourceful and technically proficient IT Support Specialist to join our cross-functional team. In this role, you will be responsible for maintaining the stability, security, and efficiency of our technology infrastructure across digital banking and cross-border financial systems. You will play a vital part in supporting day-to-day IT operations, resolving technical issues, and ensuring reliable access to business-critical platforms for in-office and remote teams.

The ideal candidate will have hands-on experience in IT support within a fast-paced FinTech or regulated digital environment. You will work closely with engineering, operations, compliance, and product teams to provide technical support, manage IT assets, monitor system health, and uphold cybersecurity standards. Your role will also involve supporting cross-border operations, including the onboarding of new systems, tools, and users across various jurisdictions.

Beyond technical troubleshooting, you will contribute to business continuity by documenting IT procedures, improving support workflows, and participating in infrastructure-related projects. Your commitment to uptime, system reliability, and user satisfaction will directly impact service delivery and organizational efficiency.

This is an exciting opportunity to be part of a mission-driven FinTech company delivering inclusive and secure financial services across borders. You will be joining a collaborative team where your skills help power the technology backbone of our digital operations.

Key Responsibilities    

Technical Support

• Provide first- and second-level technical support to both in-office and remote staff for hardware, software, and network-related issues.
• Respond to tickets and ensuring ticket resolution within agreed SLAs, troubleshoot issues, and resolve problems related to systems, laptops, printers, mobile devices, and connectivity.
• Maintain and support productivity tools including Microsoft 365, collaboration platforms (e.g., Teams, Slack), and VPNs.
• Support IT onboarding and offboarding processes, including user access provisioning, asset assignment, and security clearance.
• Experience with Freshdesk, Freshsale, and integration of these platforms.
• In-app chat for CRM support.

Systems and Infrastructure

• Monitor internal systems and network performance; escalate critical issues to senior IT or vendors as necessary.
• Set up and configure new user accounts, email systems, workstations, and access credentials in line with company policy.
• Ensure availability and reliability of IT infrastructure including routers, firewalls, cloud services, and backup systems.
• Maintain system updates and ensure compliance with both internal IT standards and external data security regulations.

Cybersecurity and Compliance

• Support the implementation of IT security protocols, firewalls, antivirus, and data loss prevention systems.
• Conduct routine system audits and user access reviews to support compliance with regulatory and internal standards.
• Educate staff on best practices for IT security and phishing/email threats.
• Work closely with compliance and operations teams to align systems with data protection, KYC/AML, and financial regulations.

Asset & Vendor Management

• Maintain inventory of hardware, software licenses, and IT equipment.
• Liaise with external vendors and service providers for support, procurement, and maintenance.
• Evaluate and recommend upgrades to software, hardware, or IT policies based on evolving company needs.

Cross-Border Support

• Provide IT support to teams operating across multiple jurisdictions, ensuring seamless and secure cross-border collaboration.
• Support digital banking systems and remittance platforms in coordination with product and technical teams.

Documentation & Reporting

• Document IT incidents, resolutions, procedures, and systems changes.
• Provide periodic reports on system health, support trends, and improvement opportunities.

Project & Process Support

• Collaborate with engineering and product teams during application rollouts, QA, and incident resolution.
• Document and maintain IT SOPs, support logs, FAQs, and disaster recovery procedures.
• Participate in sprint or planning meetings where IT infrastructure support is needed for product or compliance deliverables.

Requirements & Qualifications

• B.Sc./HND in Computer Science, Information Technology, or a related field.
• Minimum of 3 years' experience in IT support, preferably within a cross-border FinTech, digital banking, or tech-driven environment.
• Proficiency in Windows and Mac OS environments, Microsoft 365, remote access tools, and basic networking.
• Knowledge of IT security principles; familiarity with compliance frameworks such as ISO 27001 is an added advantage.
• Strong analytical, communication, and customer service skills.
• Ability to work under pressure, handle multiple tasks, and support remote teams across different time zones.
• Experience using support ticketing systems such as Zendesk, Freshdesk, or Jira.
• Familiarity with cloud services (e.g., AWS, Azure, or Google Cloud).
• Understanding of APIs, card payment systems, or remittance platforms is a plus.
• Experience with Freshdesk, Freshsale, and integration of these platforms is an advantage.
• In-app chat for CRM support is a plus.

Salary Range: Negotiable

Benefits

• Pension Scheme 
• Competitive salary package. 
• Opportunities for professional growth and development. 
• Collaborative and innovative work environment. 
• HMO  

Method of Application