HMS Operator I

Minuteman Security Technologies Inc•Village of Hamilton, NY

21d•$20 - $33•Remote

About The Position

The Hosted Managed Services (HMS) Operator is responsible for remotely monitoring, managing, and troubleshooting customer security systems from a centralized location. This role includes providing real-time support, managing alerts, and ensuring the effective operation of CCTV, access control, and alarm systems under hosted or managed service agreements. This role is expected to primarily support third-shift operations; however, work hours may vary based on business needs, staffing levels, and operational demands. Flexibility to work different shifts, including evenings, overnights, weekends, or holidays, may be required. What you’ll be doing (and doing well!): Monitor security systems remotely, respond to alerts, and provide support as necessary to ensure operational integrity. Perform remote troubleshooting for system issues, escalating to on-site technicians when required. Provide real-time assistance to clients and field teams, ensuring system issues are resolved promptly. Document all activities, incidents, and resolutions in the service management system. Conduct regular health checks and system diagnostics to proactively prevent system downtime and identify potential issues. Coordinate with other teams to facilitate updates, system changes, and improvements. Ensure compliance with data privacy, security policies, and industry regulations during all monitoring activities. Perform other job-related duties as assigned. Responsibilities: Own It: Focus on excellence in everything you do and each interaction you have with all clients Learn: Absorb the training. Make yourself an expert on our portfolio of solutions Represent: Always understand that you are the face of the company to our customers Diversity: Every project and service call are different so you must enjoy variety in your workday Work as One Team: Work closely with Minuteman’s sales, management, and operations teams to best serve our customers Find a way: Turn challenges into opportunities Play To Win.

Requirements

High school diploma or equivalent; associate degree or relevant technical certifications in IT or security systems are preferred.
Proficiency in security software, network monitoring tools, and alarm monitoring platforms preferred but not required
Strong technical troubleshooting skills, with the ability to remotely diagnose issues.
Attention to detail and the ability to work in a high-stakes environment.
Excellent communication skills, with the ability to provide clear and effective support to clients and internal teams.

Nice To Haves

A Sense of humor, creativity, and positive attitude

Responsibilities

Monitor security systems remotely, respond to alerts, and provide support as necessary to ensure operational integrity.
Perform remote troubleshooting for system issues, escalating to on-site technicians when required.
Provide real-time assistance to clients and field teams, ensuring system issues are resolved promptly.
Document all activities, incidents, and resolutions in the service management system.
Conduct regular health checks and system diagnostics to proactively prevent system downtime and identify potential issues.
Coordinate with other teams to facilitate updates, system changes, and improvements.
Ensure compliance with data privacy, security policies, and industry regulations during all monitoring activities.
Perform other job-related duties as assigned.
Focus on excellence in everything you do and each interaction you have with all clients
Absorb the training. Make yourself an expert on our portfolio of solutions
Always understand that you are the face of the company to our customers
Work closely with Minuteman’s sales, management, and operations teams to best serve our customers
Turn challenges into opportunities