Ict Support Officer (Baseline Cleared)

Xpt Software Australia Pty; City of Melbourne; Hybrid; AUD 85,000 - 105,000; Full time

Benefits offered by this job

mindfulness programmes with a premium

Volunteer Paid Time off

Volunteer and donation matching

Employee Assistance Program

On Track wellbeing program

On-demand digital course library

Job summary

Rockwell Automation is hiring a Remote Support Engineer for the Remote Support Services (RSS) team based in Hawthorn, Melbourne. You will provide technical support for Rockwell Automation hardware and software across controllers, HMI, and industrial networks, helping customers resolve complex automation challenges.

You will report to the Team Lead, Remote Support Services, and operate in a hybrid environment.

Qualifications

• Bachelor's degree required in electronics, mechatronics, electrical engineering, computer science or related field.
• Minimum 2 years of experience with industrial automation products or systems.
• Strong analytical and troubleshooting skills to resolve complex technical problems.
• Effective verbal and written communication with a customer-focused approach.
• Ability to work collaboratively in a fast-paced technical environment.

Responsibilities

• Provide technical support to customers via phone, chat, and electronic channels.
• Troubleshoot and resolve issues involving Rockwell Automation hardware/software, including controllers, HMI, networks.
• Analyze, reproduce, and investigate complex technical issues using available tools, test environments, and engineering resources.
• Document troubleshooting activities, findings, and resolutions in service tickets with clear customer communication.
• Collaborate with Engineering, Product Management, Quality, and other teams to resolve product issues.
• Contribute to Knowledge-Centered Service (KCS) by creating and maintaining technical articles and best practices.
• Develop technical expertise in assigned product areas and share knowledge through mentoring and training.
• Support continuous improvement initiatives to enhance customer experience and support quality.

Skills

Analytical skills

Troubleshooting

Communication

Team collaboration

Customer-focused

Education

Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field

Job description

Remote Support Engineer

We are seeking a Remote Support Engineer to join our Remote Support Services (RSS) team based in Hawthorn, Melbourne.

In this role, you will provide technical support for Rockwell Automation's hardware and software portfolio, helping customers resolve complex automation challenges across controllers, visualization, industrial networks, condition monitoring, and related technologies. This is an excellent opportunity to develop expertise in industrial automation while supporting customers across a diverse range of industries and applications.

You will report to the Team Lead, Remote Support Services, and work in a hybrid environment.

Your Responsibilities

Provide technical support to customers through phone, chat, and electronic support channels.

Troubleshoot and resolve issues involving Rockwell Automation's hardware and software products, including controllers, HMI, industrial networks, and related technologies.

Analyze, reproduce, and investigate complex technical issues using available tools, test environments, and engineering resources.

Document troubleshooting activities, findings, and resolutions in service tickets while maintaining a high standard of customer communication.

Collaborate with Engineering, Product Management, Quality, and other teams to investigate and resolve product issues.

Contribute to the Knowledge-Centered Service (KCS) process through the creation and maintenance of technical articles, knowledge assets, and best practices.

Develop technical expertise in assigned product areas and share knowledge through mentoring, training, and team collaboration.

Support continuous improvement initiatives that enhance customer experience, operational efficiency, and support quality.

The Essentials - You Will Have

Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field

Minimum 2 years of experience working with industrial automation products or systems.

Strong analytical and troubleshooting skills with the ability to resolve complex technical problems.

Effective verbal and written communication skills with a customer-focused approach.

Ability to work collaboratively in a fast‑paced technical environment.

The Preferred - You Might Also Have

Experience with industrial automation systems, including PLCs, HMIs, and industrial networks.

CCNA or equivalent industrial networking certification.

What We Offer

• Comprehensive mindfulness programmes with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching programme – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our On Track program
• On-demand digital course library for professional development

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.