Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 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

Key Responsibilities

IT End-user support

  • Identify and diagnose issues and problems based on ITIL knowledge (IT Infrastructure knowledge).
  • Monitor issues from start to resolution, work with IT Service desk and MIM Team.
  • Coordinate escalation of unresolved problems to a higher level of support.
  • Act as SPOC to support RA users in EMEA, report issues, request information or other services.
  • Contribute to RA IT service design, strategy, and availability.
  • Lead changes related to the existing/new feature implementations and global IT projects.
  • Service requests related to MS Teams Rooms, Enterprise Telephony, End user hardware.
  • Participating in agile methodology and related ceremonies, daily standups, refinement and sprints.
  • Interact with corporate business departments such as Engineering, Finance, HR, promote IT service management, get RA end-users to understand IT solutions.
  • Understand and properly use ITSM processes including Incident, Request, Knowledge, Change, Problem and Asset.
  • Partner with Service Desk and Field Services to resolve process gaps and end user issues in region.
  • Support transformational efforts such as the use of Rocky chat bot and Systrack monitoring tools.
  • Desktop and Software Management

  • Managing PC applications and multi-functional printers and other devices.
  • Support user data backup and restore.
  • Introducing IT new service to users in training sessions.
  • Making user manual and instruction to develop user knowledge.
  • UC/Audio and Video solution support

  • Design, deploy A&V conference solutions together with RA IT vendors.
  • Maintain and monitor installed A&V device.
  • Qualifications

  • Bachelor's degree in computer science, Technology or another related field.
  • 5-8 years of experience for maintenance of End user software/hardware.
  • At least 3+ years of experience supporting, implementing and/or managing UC solutions (10k+ users).
  • Working experience at End User support and Helpdesk preferred.
  • ITIL Foundation and knowledge of fundamental principles based on ITIL service management framework and similar IT governance structures i.e., ISO 9001 / 27001.
  • Strong knowledge in business process standardization and basic financial acumen.
  • Strong understanding of O365 office suite and experience of server operation (Windows or Linux).
  • At least basic understanding of IP networks in general.
  • Knowledge of UC, Audio/Video Collaboration rooms solutions (f.eg. MS Teams Rooms).
  • Understanding of Cloud environment and ServiceNow or other similar ticketing platform.
  • Able to multi-task and prioritize projects to meet critical deadlines with excellent follow-through.
  • Problem solving and root cause identification skills.
  • Excellent teamwork, communication skills and can-do attitude.
  • Very good interpersonal and customer service skills.
  • Strong analytical and problem-solving mindset.
  • Eager to broaden skills & knowledge.
  • Fluent English that enables collaboration with global team is necessary.
  • #LI-AJ1 #LI-Hybrid

    Job details

    Title

    EUX Engineer

    Employer

    Rockwell Automation

    Location

    United States

    Published

    June 11, 2024

    Application deadline

    September 14, 2023

    Job type

    Junior

    Field

    Engineering

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