About the role

Technical Support Engineer providing support for InsurTech applications and Microsoft services at Neilson Financial Services. Focusing on customer experience and technical troubleshooting in a hybrid role.

Responsibilities

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

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