Job Description

Provide excellent customer service and ensure timely response to incidents, alarms, notifications, and calls for service on their relevant shift. Ensure that all forms of communication, such as emails, phone conversations, and personal interactions, are conducted in a confidential, courteous and professional manner and documented appropriately. Maintain knowledge of the SOC-specific standard operating procedures. Manage life safety, alarm, communications, reporting, video management, and access control functions at designated locations. Investigate and respond to alarms promptly. Evaluate and process information received from all available sources, and respond with appropriate communication and dispatch procedures. Communicate security issues or emergencies by escalating information to department leadership, local law enforcement, and emergency services, such as EMTs, Fire Departments, etc. Regularly participate in security/safety training programs to stay current on critical SOC responsibilities and competencies inclusive of drills and tabletop exercises. Write accurate and concise reports for team members and department supervisors. Requirements Relevant work experience in a field such as security, research, analysis, investigations or customer service Ability to send out informative emails and action alarms on time Ability to think critically. A quick learner with the ability to multi-task Attentive, organised, and detail-oriented Comfortable working in a fast-paced environment A strong team player with the ability to work independently as needed Excellent written and verbal communication skills Strong customer service skills Ability to think quickly, multi-task, problem solve, prioritise and coordinate responses in a fast-paced work environment. Nice to have College / University degree preferred. Previous Security Operations Centre (SOC) experience. Proficiency in Microsoft Office suite applications. Familiarity with access control systems, CCTV monitoring systems, and incident management platforms. Experience with security applications including Lenel and Genetec is preferred

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