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Command Center Operator
4 months ago
Security Operations Center Console Operator
The Security Operations Center (SOC) is a 24/7 physical security command center charged with protecting client assets, colleagues, and customers. The SOC utilizes a variety of technologies to accomplish this mission including alarm, threat management and video surveillance systems. SOC Console Operators use these systems to identify and respond to physical security incidents. These incidents often include violations of company policy as well as the law. In the performance of these duties, SOC Console Operators regularly interact with law enforcement officers, emergency services personnel, internal business lines and senior management. SOC Console Operators also perform administrative work in support of this mission.
Core Functions
* Monitor burglar alarm, threat management and video surveillance systems. Investigate and respond to activity in accordance with established procedures.
* Coordinate incident response between law enforcement officers, onsite security personnel and various internal business teams.
* Escalate major incidents to client management as needed. Prepare written reports summarizing these incidents along with actions performed.
* Answer both emergency and non-emergency phone calls. Provide callers with guidance in regard to physical security matters.
* Dispatch emergency services for life safety events including medical emergencies.
* Provision physical access to corporate offices and retail branch locations. Assist vendors and other personnel with after-hours access as needed.
* Regularly test alarm equipment to ensure proper operation.
* Troubleshoot equipment problems with access control, burglar alarm and video surveillance systems. Open service calls to resolve issues as needed.
* Complete additional administrative work as assigned.
Experience & Skills
* 1 year of customer service experience. Prior call center or command center experience strongly preferred.
* Strong verbal and written communication skills.
* Ability to maintain composure in stressful situations and make timely, well-informed decisions based upon a comprehensive knowledge of SOC operating procedures.
* Ability to handle NPPI data and other types of confidential information with discretion.
* Proficiency with Windows O/S and Microsoft products (i.e., Excel, Word, Outlook, OneNote, Teams) as well as the ability to learn new systems.
* Proficiency with CCURE-9000, MAS Monitoring and DMP RemoteLink/Entre is preferred but not required.
* Ability to self-start and work without immediate supervision.
* Ability to work independently as well as part of a team.
* Must possess reliable transportation to client location in East Providence.
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