Support Engineer (AIOC)

Why we're hiring:

You will play a crucial role in solution delivery and day-to-day technology management of the global enterprise automation and AI program. Reporting to the Support & Ops Manager and supporting AI product, platform and delivery teams worldwide, you will ensure our AI projects are well managed and supported to deliver quantifiable returns.
Our team is chartered to develop and deliver custom AI products and enhance global cloud apps products or AI projects delivered by other delivery teams from around our global firm. 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 a L2/L3 Automation Support Engineer to join our dynamic team. You'll be responsible for the monitoring, triage, and resolution of incidents for our Power Platform and M365 Copilot solutions. You'll gain invaluable hands-on experience, working with cutting-edge technologies and collaborating with experienced engineers to ensure our global automation processes run smoothly.

What you'll be doing:

• Advanced Technical Support & Problem Management (L3)

• Root Cause Analysis & Proactive Optimization: Perform deep-dive diagnostics on M365 Copilot, Power Automate and Power Platform failures. Utilize telemetry tools like Azure Application Insights to identify systemic bottlenecks and implement permanent code-level fixes rather than temporary workarounds.

• Governance & Performance Monitoring: Oversee the health of the CoPilot program using the various Microsoft Copilot governance toolkits (Control Centre, Studio Kit, Viva Insights). Identify "noisy" or inefficient agents and re-engineer them to minimize API consumption and environment overhead

• PL-400 Technical Remediation: Apply developer-level expertise to debug and resolve issues within Copilot Studio, Power Automate and Azure Cloud apps. Ensure all remediations align with best practices for security, scalability, and performance.

• Complex Logic & Integration Fixes: Troubleshoot and refactor advanced Power Automate cloud flows and desktop automations, specifically addressing issues with JSON parsing, API authentication (OAuth), and complex OData filtering that fall outside the scope of L2 support.

• Final Escalation Ownership: Act as the ultimate internal authority for high-priority automation incidents. Manage the end-to-end resolution lifecycle, including coordination with Microsoft Support for platform-level bugs and overseeing the deployment of hotfixes via Azure DevOps/GitHub ALM pipelines.

• Advanced Data & API Engineering: Design and execute complex SQL scripts and Dataverse Web API queries to remediate data corruption, optimize slow-running processes, and ensure data integrity across integrated enterprise systems.

• Strategic Knowledge Leadership: Author high-level technical documentation and "Gold Standard" runbooks. Mentor L1/L2 teams by translating complex technical resolutions into searchable knowledge base articles to reduce future escalation rates.

• Adherence to Procedures: Strictly follow established operational procedures, security policies, and incident management protocols.

What you'll need:

• Overall experience of 3-4 years in an IT support, helpdesk, or technical operations role

• Minimum of 2 years of hands-on exposure to or involvement with M365 Copilot and Microsoft Power Platform (Power Automate, Power Apps)

• Proven understanding of AI and Azure Cloud platform 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-400: Microsoft Certified Power Platform Developer Associate (must achieve within 30 days of joining)

Why Join Us?

• Impact: Be a foundational member of a crucial new global team, directly influencing the efficiency and stability of WPP's operations.

• Technology: Work on cutting-edge automation technologies across a diverse and complex global landscape.

• Growth: Opportunity to make a significant impact, learn continuously, and grow your career within one of the world's leading creative transformation companies.

• Culture: Join a collaborative, innovative, and supportive team environment within WPP's Global Experience Centre.

Who you are:

You're 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.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're 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 we'll 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?

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