Engineer – Support
| Company | Rockwell Automation |
|---|---|
| Location | Mayfield Heights, OH, USA, Akron, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- 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.
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.
Preferred Qualifications
- 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.