At a Glance
- Tasks: Own support tickets and deliver excellent customer-focused support across Microsoft 365 services.
- Company: Join Neilson Financial Services, a leading digital insurance company with a collaborative culture.
- Benefits: Enjoy competitive pay, healthcare, 25 days holiday, and a fun office environment.
- Other info: Opportunities for growth in application support, automation, and cloud operations await you.
- Why this job: Be a key player in improving systems and delivering great outcomes for customers.
- Qualifications: Experience in technical support and a strong customer-first mindset are essential.
The predicted salary is between 40000 - 45000 £ per year.
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:
- 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.
Technical Support Engineer Level II/III – Technology Services (Gloucester) employer: Neilson Financial Services
At Neilson, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work culture that fosters personal and professional growth. As a Claims Officer, you will benefit from a hybrid working model post-training, competitive salary, and the opportunity to make a meaningful impact in the lives of our policyholders during challenging times. Join our award-winning team and be part of a company that values dedication, innovation, and outstanding customer service.
Contact Details:
Neilson Financial Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer Level II/III – Technology Services (Gloucester)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Neilson Financial Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Neilson Financial Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer Level II/III – Technology Services (Gloucester)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Neilson Financial Services:Your cover letter is your chance to shine! Tell us why you want to work at Neilson Financial Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Neilson Financial Services!
How to prepare for a job interview at Neilson Financial Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
