Application Support Engineer

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. 

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia in addition to our UK operations based in Windsor, Ashford and Hull. 

As an Application Support Engineer, you’ll thrive in a dynamic and fast-paced environment, becoming a subject matter expert in supporting and troubleshooting our bespoke in-house IT applications. You'll play a crucial role in ensuring the smooth operation of our business applications, providing exceptional user support, and offering proactive suggestions for improvements.

Key Responsibilities: 

• Take ownership of support tickets using the Zendesk ticketing system, ensuring timely resolution and clear communication with end users.
• Troubleshoot application-related issues, from client UI to backend database challenges, and collaborate with the Architecture and Development teams.
• Execute complex SQL queries to manage backend tasks and resolve data issues.
• Identify patterns and systemic issues to propose system improvements.
• Oversee scheduled batch jobs and ensure successful executions, reporting outcomes as needed.
• Create bespoke reports using SQL for stakeholders and manage ad-hoc reporting and manage SSRS reports.
• Maintain up-to-date documentation and lead knowledge-sharing sessions or best practice workshops.
• Provide 1st and 2nd line IT Support 
• Support with user onboarding and offboarding.
• Equipment asset management.
   

• 1-2 years of experience in Application Support role.
• Knowledge of relational database management systems (RDBMS) and business application design.
• Hands-on experience with T-SQL/MySQL and SQL Server, including writing custom scripts, working with stored procedures, and generating reports through Excel or SSRS.
• Exposure to working alongside Development/Engineering teams and understanding of Change Management.
• Familiarity with ticketing systems and a strong customer-focused mindset.
• Understanding of business IT processes and procedures.
• Passion for innovation, technology, and continuous improvement.
• Excellent written and verbal communication skills.
• A strong sense of accountability and a problem-solving mindset.

Nice to Have: 

• Writing and enhancing PowerShell scripts to provide automation capabilities. 
• Working knowledge of IT security.
• Basic knowledge of LAN, WAN, Windows Active Directory technologies.
• Perform basic SQL DBA functions.
• Understanding of cloud-based technology and concepts (IaaS/PaaS / Windows Azure/ AWS)
   

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Accessibility for Job Applicants:

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer:

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.