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Rockwell Automation Remote Support Services (RSS) is the technical support center for Rockwell’s industrial automation customer base. This center is made up of several hundred engineers who support both external and internal customers with their technical plant floor issues. We are seeking a Systems Technical Support Engineer to join the Advance Networks Team supporting strategic accounts. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, and applying this to solve customer issues remotely, and to drive customer satisfaction.
The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management. Multi-tasking and the ability to successfully manage multiple issues at once are necessary for this role.
This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career by providing value to customers, while working with an industry leader in technology.
Rockwell Automation’s Remote Support Services Business is a dynamic and growing organization looking for knowledgeable and capable individuals to help scale the team as we move forward in a very fast and evolving marketplace. RSS is the owner of issues as they arrive and throughout the resolution process.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Act as a focal point for high impact, large account problem resolution.
Works on complex problems where analysis of situations requires in-depth evaluation of factors
Participate in daytime and night/weekend on-call rotation
Troubleshoot complex enterprise networks to quickly resolve downtime and outages
Develop expertise in specific areas (i.e. technology, product).
Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
Effectively communicate issues to engineers within RSS, and resolutions/work-around to the customer
Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
Perform ad hoc analyses and tasks as assigned
BS in Engineering/Computer Science/IT or technology driven discipline.
Working toward your CCNA certification - having completed is desired.
Understand the fundamentals of routing and switching protocols, which include Multicast, HSRP, SNMP,TCP/IP, IPSEC, and Frame-Relay
Understand the fundamentals of Virtualization and IT Security.
Strong analytical, problem solving and organizational skills
Strong written and verbal communication skills