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Technical Support Engineer Level II/III – Technology Services
Neilson Financial ServicesTechnical Support Engineer supporting Microsoft 365, identity systems, and business-critical applications for Neilson, a global digital insurance leader. Resolving incidents and improving service reliability.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Technical Support and Application Support within a Microsoft-first environment, with a strong focus on customer service, problem resolution, and process improvement. Proficient in managing identity and access controls, utilizing ITSM tools, and applying automation techniques to enhance operational efficiency.
Highest-signal resume keywords
Technical Support ExperienceMicrosoft 365 ProficiencyIdentity And Access ManagementITSM Tools ExperienceBasic Scripting Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportApplication SupportMicrosoft 365Windows-Based EndpointsIdentity And Access ManagementITSM ToolsPowerShellPythonMonitoring ToolsCloud Operations
Soft Skills
Customer-First MindsetClear CommunicationOwnershipProblem-SolvingContinuous Improvement
Tools & Technologies
ZendeskServiceNowJira Service ManagementEntra IDAzure ADDashboardsLogsCollaboration ToolingRunbooksSelf-Service Tooling
Industry Keywords
Financial ServicesInsuranceRegulated EnvironmentsCloud-Hosted ApplicationsAutomationAI-Assisted Support
Tech Stack
Tools & technologiesAzureCloudITSMPythonServiceNow
About the role
Key responsibilities & impact- Own support tickets end-to-end, covering incidents, requests, problems and changes from triage through resolution
- Deliver customer-focused support to colleagues across the Sydney office and beyond
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint and collaboration tooling
- Troubleshoot internal applications, integrations and cloud services, escalating issues with clear context
- Support onboarding and offboarding, access requests, group membership and permissions using Entra ID / Azure AD
- Monitor service and application health, respond to alerts and follow or improve runbooks
- Investigate issues using logs, dashboards and available diagnostics
- Participate in root-cause analysis and problem management
- Maintain and improve documentation, knowledge articles and support procedures
- Partner with Infrastructure on device setup, endpoint support and environment hygiene
- Enforce least-privilege access, auditability and strong PII handling practices
- Participate in an on-call rotation as required
- Improve processes, automation, cloud operations, application support and security-focused practices
Requirements
What you’ll need- Proven experience in Technical Support, Application Support or IT Service Operations within a professional or enterprise environment
- Strong customer-first mindset with clear communication and ability to build trust with technical and non-technical colleagues
- Ability to work independently, take ownership and drive issues to resolution
- Strong experience in a Microsoft-first environment, including Microsoft 365 and Windows-based endpoints
- Understanding of identity and access management concepts, including users, groups, permissions and access controls
- Experience with ITSM tools such as Zendesk, ServiceNow or Jira Service Management
- Ability to work alongside engineers and platform teams, provide clear problem statements and validate fixes
- Ability to use monitoring tools, logs and dashboards for investigation and escalation
- Basic scripting or automation experience, such as PowerShell or Python
- Continuous-improvement mindset
- Exposure to financial services, insurance or other regulated environments is nice to have
- Familiarity with Azure or cloud-hosted applications is nice to have
- Interest in automation, AI-assisted support workflows or self-service tooling is nice to have
- Participation in an on-call rotation as required
Benefits
Comp & perks- Pension
- Healthcare
- Life assurance
- Competitive total compensation package
- Extensive learning opportunities
- Supportive environment for career growth
- Great central office
- Regular theme days and charity events
- Tea, coffee and milk provided
- Employee Assistance Programme
- Local discounts for coffee outlets, restaurants, cinemas and gyms
- Free fruit
- Flu vaccinations
- Cycle to work scheme
- Eye Test/Glasses Vouchers
- 25 days holiday plus bank holidays