Security Operations Center Operator - Overnight Shift

Titan Security Group•Chicago, IL

11d

About The Position

Titan Security is hiring a Security Operations Center (SOC) Operator to monitor security systems, coordinate emergency and non-emergency responses, compile reports, respond to phone and email inquiries, and perform general workplace duties as needed. The role requires comfort working in a fast-paced, growing environment, strong communication and multitasking skills, and the ability to make sound decisions with limited supervision after training. Candidates must be available to work third shift. The SOC Operator communicates operational matters in real time to SOC and operations leadership, provides customer service, monitors and processes incoming communications, coordinates emergency incidents, acknowledges alarms, and dispatches personnel as needed. The operator also assists with security-team supervision, scheduling, payroll, training, coaching, and development; prepares shift, incident, and statistical reports; and follows SOC emergency and service protocols. Compensation is $22.00–$23.00 per hour, based on experience. Benefits include paid time off, medical and dental insurance, paid holidays, pension/retirement benefits, skills-enhancing training, and opportunities for career growth and promotion. Titan Security is an equal opportunity employer.

Requirements

High school diploma or GED.
Two years of prior satisfactory employment as a security officer or in a customer-service position.
Must be at least 20 years of age.
Ability to acquire and maintain a valid PERC Card, including state-accredited training requirements.
Ability to read, write, speak, and understand English.
Proficiency with Microsoft Office software, including Word, Access, Excel, and PowerPoint.
Ability to pass a pre-employment drug screen and criminal background check.
Must maintain a working telephone number through which the employer can make contact.
Must be available to work third shift.

Nice To Haves

Experience in a high-volume call center and dispatch.
Work history showing progressively increasing security or customer-service skills and responsibilities, especially in a supervisory capacity.
Knowledge of communication-center protocol and security operations.
Advanced computer proficiency and technological skills related to physical security needs.
Strong communication and multitasking skills.
A professional yet approachable manner and ability to make sound decisions with limited supervision.

Responsibilities

Report appropriate operational matters in real time to the SOC Manager, Director of Operations, and senior management.
Provide customer service to all parties encountered while on duty.
Respond to customer-service calls, resolving issues personally or referring them to the appropriate individuals.
Manage communications for emergency and non-emergency calls for service, including phone and email workstations.
Monitor email inboxes, work-order service requests, and communications devices; prioritize and process incoming information according to procedure.
Establish, maintain, and review schedules.
Assist with supervision and management of security officers, including payroll, training, coaching, development, and support.
Handle escalated security issues and emergency situations appropriately.
Coordinate emergency incidents with the Security Team.
Notify, assist, and direct external emergency personnel and the internal Emergency Response Team as necessary.
Acknowledge alarms and dispatch personnel as needed.
Participate in regular training and scenario-based security drills.
Understand and execute emergency and general service SOC protocols.
Perform SOC-related projects and tasks as requested by the SOC Manager or Director of Operations.
Compile daily SOC activities into daily shift reports.
Ensure detailed shift pass-downs are issued and followed.
Compile monthly, quarterly, and annual SOC statistical data.
Author incident reports according to SOC protocols.
Perform other tasks and duties of a similar nature and scope as assigned.