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
Engineer, Remote Support
Position Summary
The Technical Support Engineer 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 Vizualization Software team where you will have the opportunity to work with leading FactoryTalk OperationSuite software designed to deliver contextual, role-based information enabling decision-making to improve systems or processes across plant operation. The engineer 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.
The engineer’s primary responsibility is to provide technical support for the
FactoryTalk OperationSuite of products with a concentration on FactoryTalk View Site Edition, Transaction Manager, Historian ME & SE and ThinManager. The engineer will provide support services to internal and external customers including end-user Operators, OEMs, Developers, System Administrators, Field Consultants, and Engineers. In most 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.
Qualifications
Minimum Qualifications
Bachelor’s Degree in Electrical or Computer Engineering, Computer Science,
Information Systems (other degrees considered based on relevance to the role)
Preferred Qualifications
- 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, TRansaction Manager, Historian ME & SE and ThinManager.
- 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.
- Ability to 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.
- Able to filter Windows Event Viewer logs and other program logs and identify events that may be contributing to an issue.
- Able to isolate network issues using Windows Command Line, PowerShell, and Wireshark.
- Understand complexities of and traverse different network subnets between server and client devices.
- In addition, this position requires strong verbal and written communication skills, the ability to communicate and work with a variety of people not under direct control or supervision in a fast-paced team environment.
- Ability to 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
- Structured Query Language (SQL), SQL Server Reporting Services (SSRS), Microsoft Office
- Programming experience in any of the following: Java, VBA (with ActiveX controls), Windows PowerShell, JavaScripting, Python, R, C# or C++ or equivalent
- Industrial Automation and Control Systems (IACS) networks
- Remote Desktop Services (RDS)
- Active Directory (AD)
- Network boot devices such as thin or zero clients using Intel PXE (Pre-Boot Execution Environment)
- Domain Name System (DNS)
- Dynamic Host Configuration Protocol (DHCP)
- Virtual Machine management with VMWare ESXi, VMWare vSphere, and/or VMWare Desktop; Microsoft Hyper-V experience a plus
- IP network cameras and Real-Time Streaming Protocol (RTSP)
- Virtual Network Computing (VNC) servers
- Windows Firewall
- Radio Frequency Identification (RFID) Badge Readers
- Bluetooth Low Energy (BLE) Beacons, iBeacons, Bluetooth Beacons
- Capture and analyze network packets using Wireshark
