Technical Support Engineer Level II/III - Technology Services Gloucester - Neilson Financial 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 InsurTech 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.

The Role

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.

What You’ll Do

• 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, OneDrive, 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 ID / 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