Technical Support Engineer Level II/III – Technology Services (Gloucester)

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

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
• Safeguard sensitive data and systems by enforcing least‑privilege access, auditability, and strong PII handling practices

What We’re Looking For

• 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, ServiceNow, 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. PowerShell, 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

Nice to Have

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

Growth & Culture

At Neilson, support engineers are not just ticket‑handlers—they are trusted operators and change agents.

You’ll be encouraged to contribute ideas, improve processes, and help raise the bar for how support is delivered. Over time, this role can grow in multiple directions depending on your interests, including deeper application support, technical leadership, automation, cloud operations, or security‑focused paths.

Logistics & Success Measures

• Participation in an on‑call rotation as required
• Success measured by customer satisfaction, ownership of issues, reduced repeat incidents, improved response times, and high‑quality documentation

About Neilson

At Neilson, our mission is to make life insurance simple, secure, and globally accessible. Since 2012, we’ve grown from a UK‑based startup into a multinational digital insurance leader operating across the UK, USA, Canada, Ireland, and Australia, with over 1,000 employees worldwide.

We Offer

Neilson provides a competitive total compensation package, extensive learning opportunities, and a supportive environment where you can grow your career. Compensation is based on experience and skills. Benefits include:

Benefits

• Pension, healthcare, life assurance
• Great central office, only 2 minutes away from Windsor train station!
• Amazing bunch of people that genuinely want to support you and celebrate your wins!
• We work hard but we know how to have fun too; we have regular theme days and charity events for all to enjoy.
• Fancy a morning brew? We have that covered! Tea, coffee and milk provided!
• Employee Assistance Programme to help and support with life stuff!
• We have plenty of local discounts for coffee outlets, restaurants, cinemas and gyms and more
• Free fruit, Flu Vaccinations, Cycle to work scheme, Eye Test/Glasses Vouchers, looking after your wellbeing!
• 25 days holiday plus bank holidays

If you take pride in solving problems, supporting people well, and making systems better than you found them, we’d love to hear from you.