Operator - Security Command Centre.

Overview

Job Skills / Requirements

In this role, you will be coordinating the emergency response, monitoring, and dispatching the appropriate resources to our client facility across the province. Our Security Command Centre ensures a 24/7 communication link between clients, field staff, management, on-call personnel, and various subcontractors. The Command Centre provides a centralized point of contact for any security incident that occurs on or in relation to a client facility or property.

Our Operators must have the ability to direct, communicate, and instruct officers in the field as necessary. This position requires that all Operators be prepared to provide an exceptional level of customer service and support to both internal and external customers, as well as other Paladin employees.

Work Hours: We are seeking candidates with open availability for overnight shifts.

RESPONSIBILITIES:

• Monitor and dispatch alarm events and live crime in progress via video monitoring
• Initiate after-hour emergency service calls and security requests
• Triage technology and security system deficiencies through the service request process
• Handle incoming / outbound calls and email communication
• Conduct surveillance, patrol, access control, and technical analysis
• Record and maintain incident reports and evidence packages
• Adhere to established departmental procedures and Municipal, Provincial, National, and Industry Standards
• Use exceptional customer service skills while remaining calm and focused in stressful, high-pressure situations, adapting quickly in a dynamic environment
• Actively listen to the caller to summarize key points of information and enter them into the computer system
• Actively seek win-win solutions, always maintaining professionalism in cases of healthy conflict and in supporting / managing differences of opinion
• Maintain a working knowledge of computers, networks, and security systems (CCTV, remote video, access control, etc.)
• Monitor designated company locations remotely and provide dispatch information to emergency responders as appropriate
• Provide support to our internal customers
• Conduct daily assigned compliance audits

QUALIFICATIONS:

• Minimum 1-year of work experience in the security industry
• Minimum 6-months work experience in:
• A security control center or command center environment; and,Administrating a Security Access Software program (Lenel, GE, DSC, Keyscan, etc.); and,Using integrated software security (CCTV, Access, Intrusion); and,Automatic Call Distribution (ACD) systems, Telecom IP phone service, and operation; and,Photo ID software, hardware, HID card product line; and,
  Programming and monitoring with integrated software (ex. Lenel, Bold, DSC, GE, Europlex, Keyscan)
• Must be available to work full-time overnight (graveyard) shifts
• Operational knowledge and working understanding of alarm receivers and servers (ex. BOSCH, Milestone)
• Experience in a professional setting and providing a positive customer experience
• Strong computer proficiency, specifically in Microsoft Office suite, with a minimum typing speed of 45wpm
• Ability to work independently in a varied and fast-paced team environment while maintaining objectivity, situational awareness, and cognitive flexibility for demanding events to happen at any time during your shift
• Excellent time management, organizational & prioritization skills
• High level of discretion and the ability to maintain confidentiality of all company information, procedures, facilities systems, and investigations
• Thorough knowledge of security and threat/risk assessments
• Must be legally authorized to work in Canada