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

As the Remote Support Engineer you will work with customers to resolve their application and product issues, which will allow the customer to maintain or improve their automation system. The engineer will join our HMI and Communications team where you will work with leading FactoryTalk OperationSuite software designed to deliver contextual, role-based information allowing decision-making to improve systems or processes across plant operation. You will create and publish knowledgebase articles, blogs, or videos for reference by customers and Rockwell Automation employees.

This position requires self-initiative, ownership, excellent soft skills, motivation to provide exceptional customer service from inception to resolution for each issue, commercial sensitivity, responsiveness, collaboration, complex troubleshooting, technical engineering expertise and business acumen.

Your primary responsibility is to provide technical support for the FactoryTalk OperationSuite of products with a concentration on FactoryTalk View Site Edition, FactoryTalk Linx Gateway, and FactoryTalk Optix. The engineer will provide support services to internal and external customers including end-user Operators, OEMs, Developers, System Administrators, Field Consultants, and Engineers. In the majority of cases, this support will be provided via telephone. Support via email or technical notes will also be required. The engineer may be asked to cover a shift after hours and occasionally carry a weekend support phone to provide support for 24x7 customers.

You will report to the Manager of Global Remote Support- Information.

The Essentials- What You Will Have:

• Bachelor's Degree
• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

The Preferred- You May Also Have:

• Bachelor's Degree in Electrical or Computer Engineering, Computer Science, Information Systems (other degrees considered based on relevance to the role).
• Understanding of Rockwell Automation's FactoryTalk OperationSuite Software products including but not limited to FactoryTalk View Site Edition, FactoryTalk View Machine Edition, FactoryTalk ViewPoint, RSView32, ThinManager, and FactoryTalk Optix.
• 2+ years experience troubleshooting, implementing, and or design of industrial process and/ or automation systems. Knowledge of PLCs, Ethernet networking, domain administration, firewall management, historians, SQL, and Human Machine Interface (HMI) systems.
• Experience installing, configuring and administering Microsoft Windows Server, Microsoft Active Directory and Group Policy, domains, domain trusts, domain networks, DNS, DHCP, Microsoft SQL Server, VMWare ESXi, VMWare vSphere, Hyper-V, Web-based applications, Relational Databases, and Open-Source Projects.
• Experience with Microsoft (RDS) Remote Desktop Services including installing the server role, licensing with RDS CALs (Client Activation Licenses), creating session collections, publishing remote apps, and troubleshooting connection issues between clients and the server.
• Troubleshoot complex software and hardware issues by isolating and breaking them down into smaller problems that can more easily be solved.
• Experience guide customers on how to fix display output issues between computers and monitors using VGA, DVI, DP, and/or HDMI connectors and display adapters.
• Filter Windows Event Viewer logs and other program logs and identify events that may be contributing to an issue.
• Isolate network issues using Windows Command Line, PowerShell, and Wireshark.
• Understand complexities of and traverse different network subnets between server and client devices.
• Communicate and work with a variety of people not under direct control or supervision in a fast-paced team environment.
• Work independently and collaboratively, build relationships and interact with peers to ensure assigned tasks are prioritized appropriately.
• Effectively work remotely from the office (when required) without face-to-face interaction with others.
• Soft skills of empathetic listening and patience are essential when working with customers, especially in high-pressure situations.
• Perseverance to solve a customer's issue from when the ticket is opened to when it is closed and achieve high customer satisfaction with their support experience.

Be able to work effectively and proficiently with the following:

• Internet Information Services (IIS)
• Distributed Component Object Model (DCOM)
• Familiarization with various Microsoft Technologies
• SQL, SSRS, Office
• Programming experience in any of the following: Java, VBA, Windows PowerShell, JavaScripting, Python, R, C# or C++ or equivalent
• Industrial Automation and Control Systems (IACS) networks
• Remote Desktop Services (RDS)
• Active Directory (AD)
• OPC UA and DA

What We Offer:

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

Rockwell Automation is currently accepting applications until 5/1/2024.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace

For this role, the Base Salary Compensation is from $67,680.00 to $101,520.00 with an annual target bonus of 5% of base salary. Actual pay will be based on factors such as skills, knowledge, education and experience.

This position is part of a job family. Experience will be the determining factor for position level and compensation.

#LI-AF

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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 is currently accepting applications until