Technology Support Engineer

About Finova

Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market.

Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

Be part of a team that’s driving innovation, enabling growth, and shaping the future of UK lending. At Finova, our purpose is to make finance work better for everyone by building simple, connected, and intelligent solutions that turn a fragmented market into one customers love. We build careers the same way we build products: with intention, real ownership, and a belief that the best is still ahead.

For Lenders Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently and deliver standout digital experiences. Financial Institutions use Finova to launch products faster, process applications up to 50% more efficiently and reduce operational costs - all while staying fully compliant in a fast-moving market.

About the Role: We are seeking a proactive, technically skilled Technology Support Engineer to deliver exceptional internal IT support and drive continuous improvement across our systems. Serving as an escalation point for complex incidents, you will take ownership of the end-to-end device lifecycle, Google Workspace administration, Audio Visual (AV) infrastructure, and our Jira Service Management platform. This is a highly visible, hands-on role where you will support a mixed OS estate, automate repetitive tasks, and partner closely with Security and the broader IT team to ensure our colleagues have the reliable, secure, and seamless technology they need to succeed.

About you:

• Technical Support Expertise: Proven experience acting as an escalation point for complex IT issues in a modern, fast-paced environment.

• Endpoint Management: Deep experience managing macOS and Windows 11 estates using MDM platforms like Jamf Pro and Microsoft Intune.

• SaaS & Identity Administration: Strong background administering Google Workspace and SSO/Identity platforms, including security controls, JML processes, and least-privilege access.

• ITSM & Atlassian: Hands-on experience configuring and managing Jira Service Management (JSM), Jira Software, and Confluence.

• AV & Meeting Room Support: Confident in managing and troubleshooting AV hardware and collaboration tools (Google Meet, Zoom, Teams) for both daily meetings and high-profile events.

• Security & Compliance Awareness: Understanding of endpoint security hygiene and experience contributing to compliance audits (e.g., SOC 2, ISO 27001, DORA).

• Customer-Centric: A high standard of customer service with the ability to communicate technical concepts clearly to non-technical colleagues, supporting both remote and office-based staff.

What will you be doing?

• Service Delivery & Ticket Ownership: Act as the escalation point for complex incidents and service requests raised through Jira Service Management, owning them through to resolution within agreed SLAs. Triage, prioritise, and route the support queue, ensuring tickets are accurately categorised and recurring issues become problem records. Lead major incident root cause analysis, produce post-incident write-ups, and improve knowledge base articles to shift resolutions left to self-service and AI.

• Apple macOS and Windows 11 Estate: Contribute to the end-to-end device lifecycle (procurement, zero-touch enrollment, deployment, secure wipe). Administer MDM platforms (Jamf Pro, Intune) for compliance, patching, and app deployment. Troubleshoot hardware and OS faults (FileVault/BitLocker, Keychain, network issues) and maintain endpoint security posture in partnership with Security. Support a mixed estate including iOS/iPadOS and residual Linux endpoints.

• Google Workspace Administration: Administer the full Google Workspace tenant (users, groups, OUs, shared drives, licences). Own JML processes with full audit trails. Configure security controls (2SV/MFA, context-aware access, DLP rules) and manage mail routing/compliance. Troubleshoot collaboration tools and advise the business on best practices.

• Atlassian Suite & JSM: Configure and maintain Jira Service Management (request types, SLAs, automation, customer portal) and administer Jira Software and Confluence. Build automations and integrations (e.g., Slack/email alerts, automated onboarding) to reduce manual effort. Maintain the CMDB/asset register within JSM (Assets/Insight) and produce operational dashboards for IT and business stakeholders.

• Audio Visual & Meeting Rooms: Own the AV estate across all meeting and collaboration spaces. Provide proactive support for Google Meet, Zoom, and Teams rooms (firmware, health monitoring). Deliver white-glove support for town halls and client-facing events. Manage AV installations and refreshes with vendors and integrators.

• Identity, Access & Security: Administer SSO and identity platforms (app integrations, access policies). Fulfil access requests via least-privilege principles and support periodic access reviews. Act as a first responder for endpoint/account security alerts and contribute to compliance activities (SOC 2, ISO 27001, DORA) by maintaining evidence of controls.

• Improvement, Projects & Enablement: Identify and deliver automation improvements to reduce repetitive work and improve time-to-resolution. Contribute to IT projects (platform migrations, office moves, hardware refreshes). Maintain accurate SOPs and runbooks. Manage key supplier/reseller relationships (hardware, AV, SaaS) to support renewals and cost optimization.

What We Offer:

• Hybrid working 🕰️ We operate on a hybrid model (requiring 4 days in the office each week for this role).

• Private medical insurance 👩‍⚕️ Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.

• Life assurance & income protection 💰 We provide life assurance and income protection to give you peace of mind for the future.

• Family friendly policies 👶 Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.

• Work from anywhere 🌴 Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.

• Flexible holiday package 🗓️ Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.

• Company pension scheme 🏦 With salary exchange, you save on tax and can build a secure future.

• Employee assistance programme 💞 We understand that mental health is just as important as physical health. Access to a 24/7 confidential counselling helpline ensures you have support when you need it.

• Electric car scheme 🚗 Get a brand-new electric vehicle with salary sacrifice as a benefit, paid for through your gross monthly pay, saving on Income Tax and National Insurance.

• Health cash plan 🏥 Our Health Cash Plan empowers you to prioritise your wellbeing by providing effortless reimbursement for everyday healthcare costs, from dental and optical visits to physiotherapy.

• Gym discounts 🏋️ Achieve your fitness goals for less with GymFlex, which offers significant savings on annual memberships at over 3,000 gyms and leisure centers nationwide.

• Perks that matter 🎁 We fuel your day with a fully stocked pantry of fresh fruit and snacks and keep the team spirit high with weekly socials and events.

Equal Opportunity Statement We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out, we’d love to discuss how your skills and experiences align with our needs.