Ict Support Officer (Baseline Cleared)

Xpt Software Australia Pty; Coffs Harbour City Council; Hybrid; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Mindfulness programmes

Volunteer Paid Time off

Volunteer donation matching

Employee Assistance Program

Wellbeing programs

On‑demand digital course library

Job summary

Rockwell Automation is seeking a Remote Support Engineer for the Remote Support Services (RSS) team based in Hawthorn, Melbourne. The role provides technical support across controllers, visualization, industrial networks, and related technologies in a hybrid work environment.

You will report to the Team Lead, Remote Support Services and collaborate with Engineering, Product Management, and Quality to resolve complex issues while contributing to knowledge articles and best practices.

Qualifications

• 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.

Responsibilities

• Provide technical support to customers via phone, chat, and electronic channels.
• Troubleshoot and resolve issues involving Rockwell Automation hardware and software across controllers, HMIs, networks and related technologies.
• Document troubleshooting activities and resolutions in service tickets with clear 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 by creating technical articles and best practices.

Skills

Analytical skills

Troubleshooting

Communication skills

Team collaboration

Education

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

Tools

CCNA

Job description

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

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.

#LI-Hybrid #LI-CT1

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.