Ot/it Engineer, Remote Support

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 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**:
**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, 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 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