- Company Name
- Neilson Financial Services
- Job Title
- Technical Support Engineer – Technology Services (Toronto)
- Job Description
-
Job title: Technical Support Engineer – Technology Services
Role Summary: Provide end‑to‑end support for business‑critical InsurTech applications and Microsoft‑365 services, delivering rapid, customer‑focused resolution and contributing to system stability and process improvement.
Expectations: Own support tickets from triage to closure; communicate effectively; work independently; meet resolution SLA targets; participate in on‑call rotation as needed.
Key Responsibilities:
- Manage incidents, requests, problems, and changes end‑to‑end with clear communication and accountability.
- Deliver high‑quality support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and Windows‑based endpoints.
- Troubleshoot application, integration, and cloud service issues; use logs, dashboards, and diagnostics for root‑cause analysis.
- Handle user onboarding/offboarding, access requests, group membership, and permissions via Entra ID / Azure AD.
- Monitor service health, respond to alerts, and improve runbooks.
- Collaborate with infrastructure and engineering teams to diagnose and prevent repeat incidents.
- Maintain and enhance documentation, knowledge articles, and support procedures.
- Enforce data protection, least‑privilege access, and strong PII handling practices.
Required Skills:
- Proven experience in Technical Support, Application Support, or IT Service Operations in a professional environment.
- Strong customer‑first mindset with clear communication and listening skills.
- Independent work style with ownership of issues and delivery without constant guidance.
- Expertise in Microsoft‑first environments: Microsoft 365, Windows endpoints, Azure AD/Entra ID.
- Solid understanding of identity and access management concepts.
- Proficiency with ITSM tools (Zendesk, ServiceNow, Jira Service Management).
- Ability to use monitoring tools, logs, and dashboards for investigation and escalation.
- Basic scripting/automation (PowerShell, Python) to improve efficiency.
- Continuous improvement mindset, seeking simpler, more reliable support solutions.
Required Education & Certifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.