Managed Services Support Administrator

The Managed Services Administrator provides technical support and remote administration for managed and hosted access control systems supporting commercial, multifamily residential, hotel, educational, government, detention and similar facilities, including new construction and renovations to existing buildings. This position serves as a key resource for customers, field technicians, internal teams, and third-party integrators by managing access control systems, troubleshooting issues remotely, and providing subject matter expertise.

This individual will have primary responsibility for supporting hosted and managed access accounts and will work in the office, including potential overtime or weekend work as needed to support nationwide and international customers.

• Provide customer support and remote administration for managed and hosted access control systems.
• Provide remote support to field technicians during commissioning and service
• Review system implementation with customers and ensure compliance with customer requirements
• Communicate issues with Installation and/or Service teams as necessary
• Complete work orders, recording time and materials uses accurately
• Provide administration of Acre Feenics access control software for hosted and managed access control customers

• Experience administering access control software such as Acre Feenics, Honeywell Pro-Watch, or similar
• Experience in configuring access control and surveillance systems
• High school diploma or equivalent

• Demonstrated computer skills including an understanding of networks and topology
• Excellent interpersonal skills, including external and internal communication (written and verbal) skills
• Demonstrate a desire to learn the industry that CBX Solutions serves
• Willing and able to work a flexible schedule when required to meet our customers’ needs (potential nights, weekends, over-night, etc.)
• Present oneself in a professional and neat manner
• Solid organization, attention to detail and multi-tasking skills

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this role, the employee is regularly required to talk, hear, and see. The employee is frequently required to stand, walk, use hands to handle or feel objects, and reach with hands and arms.

This role requires frequent lifting of items weighing 5–25 pounds and occasional lifting of up to 50 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. This position operates in both a professional office setting and a warehouse environment. The role routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines. Occasional travel to project sites may be required. Warehouse conditions include proximity to forklifts and other heavy machinery and the use of various tools and hardware.

Employees may be subject to frequent heavy lifting and exposure to variable weather conditions, including extreme heat and cold. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this job description are representative of the knowledge, skills, and/or abilities required to fulfill the essential functions of the role. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.