In House Managed Services Analyst Alarm Systems

Why work for Wittenbach?

Experience a rewarding career with Wittenbach and enjoy a competitive benefits package:

• Health Insurance: Medical, dental, and vision coverage
• Financial Protection: Identity theft protection and voluntary life insurance
• Time Off: Generous PTO starting up to 120 hours after 30 days of employment, plus paid holidays (including your birthday)
• Employee Support: Access to the Employee Assistance Program and Employee Assistance Fund
• Retirement Savings: 401(k) retirement plan with employer match
• Flexible Spending: Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Life Insurance: Employer-paid life insurance, short-term disability, and long-term disability
• Professional Development: Paid training opportunities and Education Assistance Program
• Referral Bonus: Earn up to $5,000 for referring new employees

Since 1974, Wittenbach has been a leading provider of innovative cash automation and security solutions for financial institutions. Our commitment to customer satisfaction and delivering results has driven our growth. With over 200 highly trained service professionals throughout our service area, we ensure rapid response to our customer’s service needs. The corporate office is in Sparks, Maryland along with regional operations in Hunt Valley, MD, Coatesville, PA and Charlotte, NC.

Our Sales and Service footprint spans the Mid-West and East Coast.

We're looking for a Managed Services Analyst to join our team in Hunt Valley, MD OR Charlotte, NC (1 position in all). In this crucial in-house role
, you'll ensure our electronic security systems are expertly configured, maintained, and supported for our financial institution, commercial, and government clients.

You’ll primarily focus on:

• Pre-configuration, staging, and repair of alarm panels
  and DVRs at our Hunt Valley office.
• Verifying correct system installations and performing testing and troubleshooting for security alarm, video, and access control systems.

The ideal candidate will have a strong IT background
, be proficient with Microsoft Office programs
, and possess substantial experience in managing client services
, including setting expectations and adjusting priorities.

You’ll need strong customer service skills and operational experience within the electronic security industry
. Excellent communication is essential; you’ll actively listen to client issues and clearly convey your commitment to timely resolutions with both external customers and internal teams.

• Pre-configure and rigorously test a wide array of security equipment, including alarm, video, and access control systems, to ensure flawless performance.
• Diagnose and resolve technical issues with security alarm, video, and access control systems, providing effective solutions remotely and in-office.
• Maintain and enforce high installation standards for all electronic security equipment.

• Provide expert remote technical guidance to field technicians, subcontractors, and customers during installations, upgrades, preventative maintenance, and service calls.
• Offer comprehensive technical support to customers and internal teams, ensuring the seamless operation of security systems.
• Verify accurate remote installation of security systems, confirming they meet specifications and function as intended.
• Conduct remote testing to validate system integrity, functionality, and proper communication.
• Manage and control configurations for diverse electronic security hardware, meticulously tracking software/firmware versions, serial numbers, and MAC addresses.
• Maintain and update security software for both company and client systems, ensuring optimal performance and security.
• Perform remote programming of alarm, video, and access control systems to meet specific client requirements.
• Install security software and deliver training to new users, empowering them with the knowledge to effectively utilize systems.

• Triage customer calls for intervention by the MS team rather than Field Service
• Verify customer standards are being…