Job Description

Engineer - ISM (Infrastructure Service Management) Job Summary Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Job Responsibilities

• 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 6.x, 7.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 following
  • Project Management Courses
  • Computer Systems Engineering
  • Software Engineering

EXPERIENCE REQUIREMENTS:

• 2+ Years’ relevant experience

• Experience with multiple types of server and storage hardware.
  • Discrete servers
  • Blade servers
  • Storage Area Networks
• Experience with Active Directory tools and utilities.
  • VMWare management console.
• Understanding of EMC SAN Storage hardware
• Familiarity with network and san switching technologies
• Good English reading, writing and verbal communication skills
• Able to work in a round-the-clock, global operation 7 days x 24 hours
• Strict adherence to company standards and procedures.
• Excellent trouble shooting skills

• Demonstrate 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. #LI-JX1