Automation Support Engineer

Role Purpose: You will play a crucial role in solution delivery and day-to-day technology management of the Global Automation Operations Centre (AOC) program. Reporting to the Automation Operations Manager and supporting automation product, platform and delivery teams worldwide, you will ensure our automation projects are well managed and supported to deliver quantifiable returns. The AOC is chartered to support automation products delivered by the Automation & AI product team, or projects delivered by Automation delivery teams from around WPP. Our support apparatus gives those teams confidence and freedom to hand over their existing successes and continue innovating. Are you a proactive and detail-oriented individual with a passion for technology and a strong desire to learn and grow in the field of automation & AI? We are looking for an L1 Automation Support Engineer to join our dynamic team. This entry-level role is perfect for someone eager to start their career in automation & AI support and operations, where youll be responsible for the initial monitoring, triage, and resolution of incidents for our RPA bots and Power Platform solutions. Youll gain invaluable hands-on experience, working with cutting-edge technologies and collaborating with experienced engineers to ensure our global automation processes run smoothly. What youll be doing: Monitoring & Initial Triage: Continuously monitor the health and performance of RPA bots (e.g., UiPath, Power Automate Desktop) and Power Automate flows using established dashboards and tools. Identify and log incidents promptly upon detection of anomalies or failures. Incident Logging & Documentation: Accurately log all incoming incidents, including detailed descriptions, screenshots, and relevant context into our incident management system. First-Line Troubleshooting: Perform initial diagnostics and basic troubleshooting steps as defined in runbooks and knowledge base articles to resolve common automation issues (e.g., restarting processes, checking simple log entries, verifying basic connectivity). Escalation Management: Effectively escalate complex or unresolved issues to L2/L3 support engineers or development teams, providing a clear and comprehensive handover of all gathered information and troubleshooting steps taken. User Communication: Provide timely updates to end-users and stakeholders regarding incident status and resolution progress, maintaining a professional and helpful demeanor. Basic Data Querying: Execute pre-defined SQL or reporting system queries to retrieve information, validate data, or assist in diagnosing automation failures under direct supervision. Documentation Contribution: Assist in maintaining and updating support documentation, runbooks, and knowledge base articles by providing feedback and documenting observed issues and resolutions. Support for Deployments: Provide support during testing phases for updates, patches, and version upgrades for RPA tools and Power Platform components, as directed by senior engineers. Performance Tracking: Assist in gathering data for performance metrics of automation solutions, contributing to a better understanding of system stability and efficiency. Adherence to Procedures: Strictly follow established operational procedures, security policies, and incident management protocols. What youll need: Overall experience of 2+ years in an IT support, helpdesk, or technical operations role Minimum of 1 year of hands-on exposure to or involvement with RPA technologies (UiPath, Microsoft) or Microsoft Power Platform (Power Automate, Power Apps) Basic understanding of Robotic Process Automation (RPA) concepts and tools Proven experience developing and maintaining Microsoft Power Platform, particularly Power Automate flows Basic knowledge of SQL, including the ability to run pre-defined queries and understand basic database structures Proficiency in using incident management tools (e.g., ServiceNow, Jira Service Management) Comfortable with monitoring tools and interpreting dashboards Basic understanding of IT infrastructure and network concepts Effective communicator Excellent writing and verbal communication skills Problem-solving proven experience dealing with technical blockers. High level of attention to detail and accuracy Proactive attitude with a strong desire to learn new technologies and concepts Ability to manage multiple tasks and prioritize effectively in a fast-paced environment Mandatory Certifications: PL-500: Microsoft Certified Power Automate RPA Developer Associate PL-900: Microsoft Certified Power Platform Fundamentals Preferred Certifications: Automation Developer Associate UiPath PL-400: Microsoft Certified Power Platform Developer Associate Youre open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working. Youre optimistic: We believe in the power of creativity, technology and talent to create brighter futures for our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected. Youre extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day. What well give you: Passionate, inspired people We aim to create a culture in which people can do extraordinary work. Scale and opportunity We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry. Challenging and stimulating work Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge? #LI-Hybrid We believe the best work happens when were together, fostering creativity, collaboration, and connection. Thats why we ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.