Support Engineer

Role: 

Support Engineer 

Contract Type: 

Permanent, Full-Time 

Location: 

Hybrid (UK). This role is mainly home-based, with occasional visits to our London office. Client engagements can be anywhere in the UK and are typically a mix of on-site and remote work. 

Salary & Benefits: 

£25,000 to £30,000 per annum 

Flexible, competitive benefits package, 25 days' annual leave and additional perks 

Niico Background: 

Niico is an Intelligent Automation platform that supports Colleges and Higher Education institutions to drive operational efficiency whilst improving customer experience. 

Our Vision: 

Our vision is a future where automation technologies work hand-in-hand with humans to empower organisations to achieve their full potential. 

Objective of the role: 

As a Support Engineer at Niico, you'll be the first line of defence for our live automations. You'll make sure the agents our clients rely on every day are running as expected, investigate and resolve issues quickly, and keep clients informed along the way. It's a hands-on role and a great foundation for growing a career in intelligent automation. 

Key Responsibilities: 

• Live Monitoring: Proactively monitor live agents across client environments, checking schedules, queues and run history to make sure everything is running as expected. 

• Incident Investigation & Resolution: Investigate failed or unexpected runs, analyse logs and error messages, identify root causes and either resolve the issue or escalate to the development team with clear findings. 

• Ticket Management: Log, prioritise and manage support tickets through to resolution within agreed SLAs, keeping clients updated throughout. 

• Platform Housekeeping: Carry out routine maintenance across Control Rooms

including agent health checks, credential and password updates, certificate renewals and user access requests. 

• Change & Release Support: Support the deployment of fixes and minor changes into production, carrying out testing and post-release checks. 

• Client Communication: Act as a point of contact for client support queries, explaining technical issues clearly to non-technical stakeholders. 

• Documentation & Continuous Improvement: Maintain runbooks, known-issue logs and support documentation, and spot recurring problems that could be fixed permanently or prevented. 

Key Metrics: 

• Incidents responded to and resolved within agreed SLAs 

• Uptime and success rate of live automations 

• Reduction in repeat incidents through root cause fixes 

• Client satisfaction with support 

• Runbooks and support documentation kept accurate and up to date 

Who You Are: 

Essential 

• 1+ year of experience with Automation Anywhere 

• 1+ year of experience in a technical support, IT service desk or application support role 

• A good understanding of how business applications, databases and networks fit together 

• Strong troubleshooting skills, with a logical, methodical approach to investigating problems 

• Comfortable working with ticketing systems and following support processes and SLAs 

• Clear written and verbal communication, with the confidence to deal directly with clients 

• Well organised, able to manage multiple issues at once and prioritise effectively 

• Keen to learn new technologies and grow within intelligent automation and AI 

Desirable 

• Exposure to other RPA platforms such as UiPath, Blue Prism or Power Automate 

• Basic SQL knowledge for querying data and investigating issues 

• Experience supporting software used in Higher Education (e.g. student records or CRM systems)