Security Operations Center Analyst

Santander•Quincy, MA

1d•$45,000 - $71,000•Onsite

About The Position

The Security Operations Center Analyst contributes to the security operations team during crises that could threaten safe and secure business operations, including natural disasters, workplace violence, facility emergencies, fires, and serious injury or illness. The role involves extensive use of computer operating systems and security technologies. This is an on-site position in Quincy, Massachusetts, working the first shift from 6 AM to 2 PM on a rotating schedule of four days on and two days off. The role includes four weeks of mandatory training: two weeks of classroom training, one week of on-the-job training from 8 AM to 2 PM, and one week of on-the-job training from 2 PM to 8 PM. The analyst programs and monitors video surveillance, card access, and burglar alarm systems; provides programming and troubleshooting support; coordinates service and vendor activities; and monitors service-provider performance and video health alerts. The analyst also supports operations staff, system technicians, installation coordination, Security Project Managers, and Physical Security Managers. Additional duties may be assigned or modified according to business requirements.

Requirements

High school diploma, GED, or equivalent work experience.
Effective written and oral communication and interpersonal skills, including the ability to deal professionally and effectively with all levels of personnel and the general public.
Ability to use initiative and independent judgment within established guidelines.
Ability to frequently prepare written reports and logs in neat, legible handwriting; computer skills may be required.
Ability to read and understand operating procedures and instructions.
Exceptional customer service and communication skills.
Flexibility and adaptability in changing environments and situations.
Intermediate computer skills to use innovative wireless technology at client-specific sites.
Ability to work in various environments, including adverse outdoor conditions such as cold, rain, or heat.
Constant mental alertness and attention to detail while setting priorities and following up on assignments.
Legal authorization to work in the United States full-time without employer sponsorship to commence employment.

Nice To Haves

Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Responsibilities

Program video surveillance, card access, and burglar alarm systems in accordance with programming standards, and monitor the systems to ensure standards are maintained.
Provide programming support to systems technicians, operations staff, and team members by telephone, email, and MS Teams, monitoring these channels throughout the day.
Troubleshoot equipment problems with video surveillance, card access, and burglar alarm systems and coordinate service with the appropriate vendor.
Coordinate daily vendor meetings involving facility technicians, ATM manufacturers, and security system technicians.
Review service requests for accuracy, correct inaccurate or missing information, and dispatch requests to the appropriate vendor.
Notify the USSOC manager or supervisor of potential staff coaching opportunities and work with USSOC leadership to improve troubleshooting skills and system awareness among the operations team.
Monitor service-provider performance for compliance with SLAs, including response times and first-time fix rates, and escalate non-compliance to management as needed.
Work with operations staff to identify and correct nuisance alarm issues.
Assist the installation coordinator with new system installations as needed.
Monitor and action video health alerts daily.
Provide support for Security Project Managers and Physical Security Managers as needed.
Perform additional duties as assigned or modified according to business requirements.