Network Engineer, Hybrid Support

Rockwell Automation - Cleveland, OH

Full-time - Entry Level

Hybrid - Cleveland, OH

Electrical Equipment, Appliance, and Component Manufacturing

About the position

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.

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.

Requirements

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

Nice-to-haves

• Former Rockwell Automation experience is a large plus, but not required.
• Degree in Computer Science or Computer Engineering
• 2+ 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).

Benefits

• 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.