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 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 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

You will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. You will respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will also report design and maintenance problems or bugs to design engineering/software engineering. You may be involved in customer installation and training. Finally, you will provide support to customer and users where the product is technical in nature. The technical support engineer reports to the Remote Support Supervisor, and is a hybrid position in Mayfield Heights, Ohio.

Additional Responsibilities

• Provide technical support to customers or field personnel in the field of configuration and troubleshooting of Stratix Ethernet Switches, Dell EMC Servers, VMware virtualization (vSphere), Industrial Data Centers and other Industrial Networks by the phone, chat, and email.
• 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, implementing 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

This is mostly weekend work with two 12 hour shifts 7AM-7PM EST and flexible 2 x 8 hours first shift during the week for a total of 40 hours.

THE ESSENTIALS – YOU WILL HAVE:

• Bachelor’s degree
• Work within the United States without sponsorship. We will not sponsor for this role now or in the future

THE PREFERRED – YOU MIGHT ALSO HAVE:

• Former Rockwell Automation experience is a large plus, but not required.
• Degree in Computer Science or Computer Engineering
• 0+ years of experience in a similar position/field.
• 2 years of Cisco Experience
• Knowledge of LAN/WAN Network Technologies
• Experience with Servers, Networking, Linux OS and VMWare vSphere
• Knowledge of Cybersecurity applications
• 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 use issues in the field of Windows Server 2012/2016 in practice (AD, DHCP, DNS, RDP, …).
• Knowledge of communication Networks such as ControlNet, DeviceNet, RS-232, RS-422, DH+, DH485 etc.
• CCNA and 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 configuring and troubleshooting managed Ethernet switches and routers.
• Experience with OT Technologies (Levels 0-3 of CPwE architecture).

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 www.raquickfind.com.

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.

This position is part of a job family. Experience will be the determining factor.

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 candidate for this or other roles.

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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’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.