Technical Support Engineer Level II​/III – Technology Services

The Opportunity

Neilson Financial Services is seeking a high‑calibre Technical Support Engineer to join our Technology Services team in Gloucester. This role is for a proven problem‑solver and doer
—someone who can operate independently, take ownership of issues end‑to‑end, and deliver great outcomes for customers without hand‑holding.

You will be a key part of our Support Desk function
, supporting business‑critical Insur Tech applications and Microsoft‑based workplace systems that our teams rely on every day. This is a highly customer‑facing role that blends strong technical troubleshooting with excellent communication, judgement, and follow‑through.

At Neilson, everyone is empowered to be a builder and an engineer
—including support engineers. You’ll be encouraged to improve systems, automate where it makes sense, and help shape better ways of working as we continue our cloud‑first, Microsoft‑centric transformation.

As a Technical Support Engineer, you will own the full life cycle of support for internal applications and services—from first contact through resolution and prevention.

You’ll work closely with colleagues across the UK and globally, providing calm, confident support while also partnering with engineering and infrastructure teams to diagnose issues properly and reduce repeat incidents. Success in this role means trust from the business
, faster resolution times, and systems that get more stable over time because of your input.

This role suits someone who has “seen most things before,” knows where to start when something breaks, and takes pride in delivering a great customer experience.

• Own support tickets end‑to‑end (incidents, requests, problems, changes), from triage through resolution, with clear communication and accountability
• Deliver excellent, customer‑focused support to colleagues across the Sydney office and beyond
• Support Microsoft 365 services including Outlook, Teams, One Drive, SharePoint, and collaboration tooling
• Troubleshoot issues across internal applications, integrations, and cloud services, escalating with clear context when deeper fixes are required
• Support user onboarding and offboarding, access requests, group membership, and permissions using Entra  / Azure AD and related tools
• Monitor service and application health, respond to alerts, and follow or improve runbooks
• Perform structured investigation of issues using logs, dashboards, and available diagnostics
• Participate in root‑cause analysis and problem management, contributing ideas that prevent recurrence
• Maintain and improve documentation, knowledge articles, and support procedures
• Partner with Infrastructure on device setup, endpoint support, and environment hygiene when required
• Safeguard sensitive data and systems by enforcing least‑privilege access, auditability, and strong PII handling practices

• Proven experience in Technical Support, Application Support, or IT Service Operations within a professional or enterprise environment
• A strong customer‑first mindset—you communicate clearly, listen well, and build trust with both technical and non‑technical colleagues
• Demonstrated ability to work independently, take ownership, and drive issues to resolution without constant guidance
• Strong experience in a Microsoft‑first environment, including Microsoft 365 and Windows‑based endpoints
• Solid understanding of identity and access management concepts (users, groups, permissions, access controls)
• Experience working with ITSM tools such as Zendesk, Service Now, or Jira Service Management
• Comfort working alongside engineers and platform teams, providing clear problem statements and validating fixes
• Ability to use monitoring tools, logs, and dashboards to assist with investigation and escalation
• Basic scripting or automation experience (e.g. Power Shell, Python) to improve efficiency and reduce manual work
• A mindset of continuous improvement—you look for better, simpler, more reliable ways to support the business

• Exposure to financial services, insurance, or other regulated environments
• Familiarity with Azure or cloud‑hosted applications
• Interest in automation, AI‑assisted support…