Dispatch Operator

2 weeks ago

Baltimore, United States nTech Workforce Full time

Terms of Employment

  • W2 Contract, 12 months
  • The position is 100% onsite - Primary location is in Middle River, MD
  • The resource may be required to work out of the secondary location in Kennett Square, PA on occasion.
  • The center is 24/7 and Operator are required to work weekends (approximately 2 weeks per month) and holidays. (Example – Thanksgiving, Christmas, and New Years)
  • Operators are contacted while off duty to fill a shift due to an absence.
  • Operators may be required to work overtime – no more than 12 hrs a shift.
  • The schedule for this position:
  • Night shift 3:00 PM - 11:00 PM.
  • Three days on and two days off.
  • The schedule is shared a month in advance for the resource to adequately prepare.

Overview

Our client is seeking a Security Operations Center Operator to perform core functions of the Security Operations Center (ESOC). This position will enable the ESOC to achieve core objectives of protecting critical infrastructure, assets and personnel through 24/7 monitoring of physical security intrusion detections systems, access controls, and security call center reporting. The ideal candidate would have a background in IT, dispatching experience in a call center center environment and excellent customer service skills.


Training

The resource will be provided 4-6 week training during the day from 8:00 AM - 5:00 PM before beginning their first official shift.


Responsibilities

  • Monitor and remediate intrusion detection alarms
  • Answer and prioritize incoming emergency and routine security event calls
  • Dispatch law enforcement/first responders to security incidents
  • Manage and log site entry/exit system disarm events
  • Identify security system issues, create service requests for system repairs, and validate corrective maintenance
  • Log personnel into substations
  • Log and manage status of site intrusion systems
  • Maintain shift activity logs
  • Perform and document system checks and video tours
  • Perform forensic investigative support of video and access control records
  • Perform administrative ESOC tasks

Required Skills & Experience

  • 2-3+ years of experience working in a security operations center (SOC), call center, and/or dispatching environment.
  • Need to have customer service experience and ability to work effectively under high stress situations to rapidly assess and respond to life safety and security incidents.
  • Experience handling time-sensitive inbound and outbound calls.
  • Experience providing customer service over the phone.
  • Comfortability navigating multiple applications and monitors.
  • Effective interpersonal and communication skills.

Preferred Skills & Experience

  • Associate's Degree is highly preferred.
  • Experience using CCure 9000E, ExacqVision, or similar intrusion alarm system.
  • Experience working in a dispatching environment.
  • Experience in IT security.
  • Experience in physical badging.

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