Senior Technical Support Engineer — Microsoft 365 & ITSM

Neilson Financial Services; Gloucester; On-site; GBP 35,000 - 60,000; Full time

Job summary

Neilson Financial Services is seeking a high-calibre Technical Support Engineer to join the Technology Services team in Gloucester. You will own the full lifecycle of support for internal applications and services, from first contact to resolution, collaborating with engineering and infrastructure teams to reduce repeat incidents and improve system stability.

You will deliver calm, confident support to colleagues across the UK and beyond, handling Microsoft 365 services and cloud-based tools

Qualifications

• Proven experience in Technical Support, Application Support, or IT Service Operations within a professional environment.
• Strong customer-first mindset with clear communication and trust-building.
• Ability to work independently and own issues through resolution without constant guidance.
• Experience in a Microsoft-first environment, including Microsoft 365 and Windows endpoints.
• Understand IAM concepts (users, groups, permissions, access controls).
• Familiarity with ITSM tools like Zendesk, ServiceNow, or Jira Service Management.

Responsibilities

• Own support tickets end-to-end from triage through resolution.
• Provide excellent, customer-focused support across locations including the Sydney office and beyond.
• Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint).
• Troubleshoot issues across internal applications, integrations, and cloud services; escalate with context as needed.
• Assist with user onboarding/offboarding, access requests, and permissions using Entra ID/Azure AD.
• Monitor service and application health; respond to alerts and follow runbooks.
• Perform structured investigations using logs, dashboards, and diagnostics.
• Contribute to root-cause analysis and knowledge base improvements.
• Collaborate with Infrastructure on device setup and environment hygiene.
• Safeguard data with least-privilege access and PII handling practices.

Skills

Ownership of issues

Customer-facing

Microsoft 365

Troubleshooting

Clear communication

Tools

Zendesk

ServiceNow

Jira Service Management

Job description

Neilson Financial Services is seeking a high-calibre Technical Support Engineer to join the Technology Services team in Gloucester. You will own the full lifecycle of support for internal applications and services, from first contact to resolution, collaborating with engineering and infrastructure teams to reduce repeat incidents and improve system stability.

You will deliver calm, confident support to colleagues across the UK and beyond, handling Microsoft 365 services and cloud-based tools