Position Summary
The SOC (Security Operations Center) Operator is a 24/7 operation that provides a critical support function in ensuring the safety and security of personnel and assets throughout the designated client facilities and delivering a prioritized list of actionable security incidents to the security and safety team.
The SOC Operator position helps maintain a safe and secure environment for our clients by providing centrally managed law enforcement radio monitoring with event logging and recording, alarm monitoring of intrusion detection systems, and emergency dispatch, incident reporting and analysis, and remote alarm panel programming.
The SOC Operator serves as the main point of intake, dissemination, and escalation of information and issues as reported by employees, contractors, and outside agencies. During the time of disasters or special events, the Security Communication Officer will handle the real-time dissemination of information and serve as the main point of contact. The main duties are writing reports, answering, and screening phone calls, updating tracking spreadsheets, CCTV video retrieval, downloading and copying to disk, access control troubleshooting, and additional related duties as needed. The position is responsible for reporting to security management, supervisors and shift leads.
Essential Functions:
- Operate computer systems, radio consoles, enhanced telephone systems, video monitoring systems, access control programs, and other associated security equipment Document briefing topics as needed
- Maintain and submit Daily Activity Reports, Incident Reports, Accident Reports, Hazard Reports, and Condition Reports. Reports must be legible and routed to Supervisor for distribution.
- Working with office management, supervisors, and the team of operators; ensure security management is apprised of all significant and unusual events in real-time, and documentation is maintained
- Operate computer systems, radio consoles, enhanced telephone systems, video monitoring systems, access control programs, and other associated security equipment
- Utilize methods and techniques of proper phone etiquette and always adhere to customer service principles and procedures; follow directions and communicate clearly and concisely, both orally and in writing.
- Monitors building and property as directed
- Provides customer service as necessary to tenants, clients, visitors, and guests
- Maintains in good order and is responsible for all departmental-issued bulletins, training manuals, and written policies & procedures
Description of Duties
- Respond to emergency calls including medical, fire, and damage to property.
- Respond to reasonable business-related customer service requests, which are non-security related.
- Remain alert and vigilant while on duty
- Respond to security-related complaints
- Provide information and assistance via telephone, via radio and in person, utilizing excellent customer service skills.
- Request additional resources, such as police and fire departments as needed on property.
- Dispatch security officers to various calls for service on Clients Property.
- Monitor CCTV video for suspicious activity and follow-up investigations.
- Monitor Alarm Panel(s) and ensure that proper resources are dispatched when alarms are activated.
- Log all calls for service, patrol checks and other activities into a unified dispatch log.
- Ensure all Security Officers on the shift complete their required documentation, including: Incident Reports, Alarm Reports, and Condition Reports.
- Serve as the shift’s lead officer, responsible for the shift when supervisors are not on duty.
- Work under general supervision of a Site Supervisor and Account Manager.
- Maintain consistent positive performance, attendance, uniform appearance, and professional grooming standards.
- Maintain professional communications with clients and public.
- Use two-way hand held radio to communicate with supervisor or other officers.
- Assist other officers in a team oriented environment.
- Receive incoming emergency and non-emergency calls for service on the site.
Qualifications Requirements
- Must be fluent in English and clearly be understood over telephone and radio communications.
- Must possess excellent customer service and problem solving skills.
- Proficient computer skills with knowledge of Windows and Microsoft Office Software.
- Ability to enter and review required information in Workforce Management System.
- Be detail orientated and deadline driven.
- Must be a High School graduate or equivalent.
- Possess a valid Guard Registration (guard card.)
- Ability to must pass a background screening.
- Ability to read, write, comprehend and carry out written orders procedures, and instructions.
- Demonstrate outstanding customer service skills, and takes initiative to complete assigned tasks.
- Ability to perform as a team player.
- Must be willing to work weekends, holidays, and shift work.