Remote Network Support Engineer

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 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 the work 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 highly motivated, teamwork oriented, independent minded Engineers and IT Professionals that have experience with Ethernet Network Design & Architecture, Cisco IOS & Command Line, Linux and Virtualization experience to support our customers, field service technicians, and support personnel with product issues, questions, and troubleshooting.

Responsibilities

• Provide technical support to customers or field personnel in the field of configuration and troubleshooting of Cisco network devices, VMware virtualization, Cybersecurity, Industrial Data Centers and other Industrial Networks via the phone, chat, and email.
• Manage all customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner.
• Interact and Support additional core areas of Automation, including our controllers, operator interfaces, and networks, with limited supervision.
• Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc. to improve customer satisfaction and acceptance.

Basic Requirements

• Bachelor’s degree in Electronics, Electrical Engineering or Computer Science or related Technical field (ie. IT, Informatics…).
• Experience with Network Design & Architecture, Cisco IOS & Command Line, Linux & VMWare.
• Knowledge of Lan / Wan Network Technologies.
• Good Verbal and Written command of the English language.
• Ability to handle high pressure work situations when interacting with customers over different mediums.

Preferred Qualifications

• 2 years of experience in a similar position/field.
• CCNA and/or CCNA Security / CCNP / CCENT certification or Experience with the Cisco IOS command-line interface (CLI) for configuring, monitoring, and maintaining Cisco devices, CCNA or CCNP certification.
• Experience configuring and troubleshooting managed Ethernet switches and routers.
• Demonstrated practical knowledge in the use of virtualization technology, such as VMware or be a VMware Certified Associate or Professional.
• Functional knowledge of industrial communication networks, including ControlNet, DeviceNet, and EtherNet/IP.
• Knowledge and ability to use issues in the field of Windows Server 2012/2016 in practice (AD, DHCP, DNS, RDP, …).
• Knowledge and experience with OT Technologies (Levels 0-3 of CPwE architecture).
• Willingness to work in various shifts and on weekends if needed.