ENGINEER, REMOTE SUPPORT (Network)

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

The primary responsibility of the Engineer-Remote Support Networks position is to remotely provide support for network equipment located at customer sites. This position works extensively in the network environment and is responsible for ensuring high availability of all network equipment and. This position requires self-initiative, ownership, excellent listening skills, a drive to follow issues to resolution, commercial sensitivity, and superb attention to detail, responsiveness, collaboration, technical expertise, and business acumen.

ESSENTIAL FUNCTIONS:

This position focuses heavily on Rockwell Automation Communication / Network and Cisco products and technologies. Possess technical expertise for Ethernet infrastructure support and will be instrumental in bridging the industrial and information networking paradigms.

This position will be responsible for managing and maintaining Cisco Based LAN / WAN equipment. The position will also be responsible for managing the performance of the customers’ network environment via high availability services.

The position will leverage Security concepts and principles to ensure customers’ networks are operating in a safe and secure manner.

The position will require an engineer to stay Up-to-date on IT industry understanding, policies and knowledge.

The position will manage the IP Address spaces and DNS environments for customers’ networks.

Provides troubleshooting assistance remotely via telephone and email on products to Rockwell Automation field service personnel, distributors, integrators, and customers. Work with other engineers, manage multiple issues with changing priorities and deal with high pressure situations successfully.

Capable of investigating and verifying reported product problems in software, firmware, hardware and documentation. Document the problem, work with appropriate group to resolve the problem, and follow up with the Rockwell Automation representative or customer when the problem is solved.

Provides documentation of all actions taken in the appropriate systems, set expectations with customers and follow-up on an action item or activity needed to resolve a problem being experienced by a customer. You will update and author Technical Notes and other documentation to inform Rockwell Automation personnel, domestic or international, of solutions to commonly experienced problems, workarounds, installation / configuration practices that create problems, etc. to improve customer satisfaction and acceptance.

EDUCATION REQUIREMENTS:

Have a 4 year college degree in one the following disciplines –

Electrical Engineering

Management and Information Systems

Computer and Information Systems

Computer Systems Engineering

Network Engineering

Software Engineering

EXPERIENCE REQUIREMENTS:

2+ Years’ relevant experience

Experience with Cisco hardware:

Cisco Routers

Cisco Switches

Cisco Firewalls

Other network devices

Familiarity with network switching technologies

Good English language skills including reading, writing and verbal communication skills

Able to work in a round-the-clock, global operation 7 days x 24 hours

Excellent troubleshooting skills

Knowledge of Rockwell Automation’s Products

Rockwell Automation