Anywhere USA!


The primary responsibility of the Engineer- Systems Technical Support position is to remotely provide support for server and storage equipment located at customer sites. This position works extensively in the server environment. This position requires self-initiative, ownership, excellent listening skills, a drive to follow issues to resolution, commercial sensitivity, and superb attention to detail, responsiveness, collaboration, technical expertise, and business acumen. ESSENTIAL FUNCTIONS: This position focuses heavily on Rockwell Automation Communication / Network and Cisco products and technologies. Possess technical expertise for Ethernet infrastructure support and will be instrumental in bridging the industrial and information networking paradigms.This position supports modifying and maintaining Microsoft ACL tables (file/folder permissions), Active Directory Architecture, Microsoft clustering, and performance monitoring techniques on server software and hardware.The position supports VMWare ESX 3.x, 4.x, 5.x, 6.x systems and must have experience managing these environments in a production environment.Provides troubleshooting assistance remotely via telephone and email on products to Rockwell Automation field service personnel, distributors, integrators, and customers. Work with other engineers, manage multiple issues with changing priorities and deal with high pressure situations successfully. Capable of investigating and verifying reported product problems in software, firmware, hardware and documentation. Document the problem, work with appropriate group to resolve the problem, and follow up with the Rockwell Automation representative or customer when the problem is solved.Provides documentation of all actions taken in the appropriate systems, set expectations with customers and follow-up on an action item or activity needed to resolve a problem being experienced by a customer.  You will update and author Technical Notes and other documentation to inform Rockwell Automation personnel, domestic or international, of solutions to commonly experienced problems, work around, installation practices that create problems, etc. to improve customer satisfaction and acceptance.​ EDUCATION REQUIREMENTS:4 year engineering degree in one of the followingElectrical EngineeringElectronic EngineeringIndustrial Engineering Electromechanical EngineeringRobotics EngineersProject Management CoursesComputer Systems EngineeringSoftware Engineering EXPERIENCE REQUIREMENTS:2+ Years’ relevant experienceExperience with multiple types of server and storage hardware.Discrete serversBlade serversStorage Area NetworksExperience with Active Directory tools and utilities.VMWare management console.Understanding of EMC SAN Storage hardwareFamiliarity with network and san switching technologiesGood English reading, writing and verbal communication skillsAble to work in a round-the-clock, global operation  7 days x 24 hoursStrict adherence to company standards and procedures.Excellent trouble shooting skillsDemonstrate Knowledge Rockwell Automation Products  SCOPE OF WORK / KNOWLEDGE & SKILLS Works on issues of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Experienced professional with a full understanding of area of specialization; resolves wide range of issues in creative ways and effective ways. Receives assignments in the form of objectives and determines the process by which to meet goals.            DESIRABLE REQUIREMENTS:Ability to handle high pressure work conditions.Interested on Rockwell Automation technologies trainingCommercial Skills Good Interface between Business UnitsWindows 2003/2008/2012/2016 MSCE/MSCA/MCITP/MCPVMWare Certification (VCA/VCP)Background and understanding of IT controls and compliance.Solid PC skills and proficiency in office productivity software (Microsoft Office, Microsoft Visio, Microsoft Project, etc.)​LEVELPROF 2


Job Description

The primary responsibility of the Remote Support Engineer position is to provide IT Admin support to Rockwell Automation customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Support will be provided via the phone, chat, and email.

The engineer’s primary responsibility is to provide technical support for the FactoryTalk OperationSuite of products with a concentration on ThinManager. The engineer will provide support services to internal and external customers including end-user Operators, OEMs, Developers, System Administrators, Field Consultants, and Engineers.

This is a Remote Tech Support position working over the phone, and can be located anywhere in the United States. The engineer may be asked to cover a shift on weekends and occasionally carry a weekend support phone to provide support for 24×7 customers.


  • Support our customers and field personnel as an IT Admin with troubleshooting and resolving customer issues via the phone, chat, and email

  • Manage all customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner

  • Support entire core area of Automation, including our controllers, operator interfaces, and networks, with limited supervision

  • Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc. to improve customer satisfaction and acceptance

Basic Requirements: 

  • Bachelor’s degree in Electronics, Electrical Engineering or Computer Science or related field

  • Must be authorized to work in the U.S. without sponsorship now or in the future. Rockwell Automation will not offer sponsorship for this position

Preferred Qualifications:

  • 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

  • Strong OS experience

  • Knowledge and experience as a CTNA

  • 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

  • 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

About Rockwell Automation

Our mission is to improve the quality of life by making the world more productive and sustainable. We are committed to enabling the next generation of smart manufacturing. With the right strategy, talented people, and our substantial financial strength, we are dedicated to deliver value to our customers.

When you invest in Rockwell Automation technology and solutions, you invest in the future of manufacturing.