Engineer, Remote Support

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility -our people are energized problem solvers that take pride in how thework we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!

Job Description

We are looking for motivated, teamwork oriented, independent minded Engineers and IT Professionals that have experience or looking to gain experience in the ever growing world of Automation. You will support our customers, field service technicians, and support personnel with product issues, questions, set-ups, troubleshooting and warranties in our Networks, Security, Communications, and Industrial Switch fields. This is a hybrid-friendly position. We are based at our Landerhaven facility in Mayfield Heights. You will report to the hiring Supervisor.

Your Responsibilities:

• Provide technical support to customers or field personnel in the field of configuration and troubleshooting of Industrial Networks and software such as RSLinx Classic and FactoryTalk Linx by the phone, chat, or email.
• Provide support to Industrial Network Switches with Cisco Technology via CLI, User Interfaces, and Associated Software.
• Manage all customer interactions including and not limited to, setting expectations with customers before concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, accomplishing the Knowledge-Centered Support (KCS) process and following up with customer(s) promptly.
• Interact and Support additional core areas of Automation, including our controllers, operator interfaces, and networks.
• Update and author Technical Notes and other documentation with solutions to commonly experienced problems, installation practices that create problems, how-to guides to improve customer satisfaction and acceptance.

The Essentials - You Will Have:

• Bachelor's degree in Electronics, Electrical Engineering or Computer Science or related Information Technology field.
• Experience configuring and troubleshooting managed Ethernet switches and routers.
• Knowledge of Industrial networks and software through EtherNet/IP and other networks.
• Knowledge of LAN / WAN Network Technologies.
• Good Verbal and Written command of the English language.
• Handle high pressure work situations when working with customers over different backgrounds.
• Willingness to work weekends and in different shifts.

The Preferred - You Might Also Have:

• 2+ years of experience in a similar position/field.
• Demonstrated practical knowledge in the use of virtualization technology, such as VMware (vSphere) or be a VMware Certified Associate or Professional.
• Knowledge and ability to solve issues in the field of Windows Operating Systems (AD, DHCP, DNS, RDP, ...).
• CCNA or CCNA Security / CCNP / CCENT certification or Experience with the Cisco IOS command-line interface (CLI) for configuring and managing Cisco devices, CCNA or CCNP certification.
• Experience with Servers, Networking, Linux OS & VMWare vSphere.
• Cybersecurity Applications.
• Experience with OT Technologies.

What We Offer:

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Hybrid Work Schedule where you will work with your manager to enjoy a work schedule that compliments your personal life.
• To learn more about our benefits package, please visit at www.raquickfind.com.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-HYBRID

#LI-AC1

#LifatROK

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.

Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.