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    Remote Support Engineer - Cleveland, United States - Rockwell Automation

    Rockwell Automation
    Rockwell Automation Cleveland, United States

    2 weeks ago

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    Description
    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


    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.

    You 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.

    You will 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 ThinManager.

    You 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.

    You 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 Remote Support Supervisor.

    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).
    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.

    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, and ThinManager.

    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.
    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


    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

    For this role, the Base Salary Compensation is from 67, ,520.00 USD with an annual target bonus of 5% of base salary.

    Actual pay will be based on factors such as skills, knowledge, education and experience.


    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 person for this or other roles.

    #LI-Remote

    #LI-AF

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

    Rockwell Automation is currently accepting applications until 4/25/2024.

    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

    Rockwell Automation is currently accepting applications until
    04/25/2024
    #J-18808-Ljbffr
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