Physical Security Operations Center Operator- Charlotte, NC

About this role

Summary:

Our Security Officers protect the Industrial or Commercial property of our clients against fire, vandalism, and illegal entry. Our clients range from Class-A Office Buildings, Luxury Residential Properties, Distilleries, Fortune 500 Companies, Financial Institutions, Telecommunications, Manufacturing/Industrial Factories, Hospitals, and many others. The successful candidate will be a problem solver, possess critical thinking skills, and be detail-oriented. This position is responsible for using best practices for communicating information surrounding those incidents to leadership as appropriate. The PSOC Operator will monitor cameras and alarms, dispatch associated calls via telephone and radio, and provide general assistance to both employees and guests.

The Physical Security Operations Center Operator (PSOC) is responsible for answering routine and emergency calls, monitoring alarms and video equipment, including video alarms, door alarms, and duress alarms, and providing general assistance to employees, vendors, and guests.

Essential Duties and Responsibilities:

• The PSOC Operator is responsible for monitoring various tools to assist in identifying threats and/or risks to the organization.

• The PSOC Operator will coordinate response to life safety incidents (medical, safety, natural disasters, etc.) and dispatch security officers, CRT, facilities, police, fire, and EMS personnel as required via telephone, radio and/or software systems provided by Walden Security.

• The PSOC Operator maintains various records of communications and events.

• Able to manage and handle situations of a sensitive nature and maintain the company’s confidentiality and information security practices (personnel issues, investigations, public relations incidents, emergency personnel contact information, etc.).

• Conduct investigative video reviews and report findings; Assist in conducting investigations and update requestors promptly

• Properly document all reported incidents, notifying appropriate parties for information, escalation, or other business-required actions

• Ensure all systems within the PSOC are functioning properly and report deficiencies as necessary.

• Coordinate the response of on-site security personnel utilizing surveillance tools equipped with intrusion detection to identify individuals in restricted areas.

• Proactively monitor developments of extreme or adverse atmospheric conditions such as hurricanes, tornadoes, floods, blizzards, severe thunderstorms, and other weather phenomena that can cause damage, disruption, or threats to life and property.

• In the event of an ongoing police or fire emergency in proximity to an asset, you will be expected to promptly collect real-time information and alert the relevant offices or employees affected.

• Maintain situational awareness during planned and unplanned civil demonstrations near assets, identifying signs of unruly behavior or clashes with external security forces using news sources and subscribed intelligence tools.

• Manage and prioritize employee security concerns through email, phone, and internal messaging platforms to ensure efficient support and resolution of requests.

• Strong understanding and troubleshooting capabilities for CCTV, Physical Access Control, and various Security Software Platforms utilized by the organization.

• Must be detail-oriented, organized with the ability to multitask in a fast-paced, deadline-oriented environment.

• Ability to analyze problems, identify causes, and implement results-oriented solutions.

• Excellent organizational and time management skills.

• Must possess strong computer skills with a high proficiency in the Microsoft workspace and an ability to find information fast.

• A professional demeanor, along with excellent customer service skills

• Ability to work independently while also being a team player.

• Excellent verbal and written communication skills in English. Fluency in other languages is a plus.

• Conduct routine alarm testing and remote audits.

• Maintain daily logs and prepare and provide reports as required.

• An analytical mindset with the ability to identify and escalate critical issues.

• Position requires sitting and screen exposure for extended periods.

Supervisory Responsibilities:

• This job has no supervisory responsibilities. • This job is subject to the supervision of Shift Supervisors

Competency To perform the job successfully, an individual should demonstrate the following competencies (minimum of 5):

• Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.

• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Oral Communication - speaks very clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings.

• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Diversity- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences. Educates others on the va

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