• Security Operations Center Operator - Chicago - Day/Afternoon Shift

    Job Location US-IL-Chicago
    ID
    2018-2332
    Eligibility to Work in the U.S. Required
    Yes
    Required Education
    Bachelors Degree
    Type
    Regular Full-Time
  • Overview

    Titan Security Group is recruiting for a Full-Time Security Operations Center, (SOC), Operator to work out of the downtown Chicago office. Started in 1977, Titan Security is one of the largest privately-held security services providers in the Chicagoland area and we are growing! Join a leading company that “Serves our Clients and Builds Careers”.

     

    The SOC Operator is responsible for monitoring security systems, coordinating emergencies, compiling daily reports, replying to email and phone inquiries and general workplace duties, as needed. The candidate needs to be comfortable in a fast-paced, growing environment. Superior communication and multi-tasking skills are strongly desired. A professional yet approachable personality, who can make sound decisions through training with limited supervision, will excel in our environment.  

     

    SOC Operator's responsibilities include, but are not limited to:

    Responsibilities

    • Push/Report all appropriate operational matters in real-time directly to the SOC Manager, Director of Operations and members of senior management.
    • Provide excellent Customer Service to all parties encountered while on duty.
    • Acts on all customer service related calls and either resolves them personally or refers issues to the appropriate individuals. Manage communications for emergency and non-emergency calls-for-service, to include; phone and email workstations. Monitor email inboxes, work order service requests and all communications devices; prioritize and process incoming information according to procedure.
    • Responsible for establishing, maintaining and reviewing schedules.
    • Assist in the supervision and management of team of security officers, payroll, training, coaching, development and support.
    • Handle all escalated security issues or emergency situations appropriately. Coordinate emergency incidents with Security Team. Notify, assist, and direct external emergency personnel and 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 SOC protocols, Understand and execute 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. Accurately ensure detailed shift pass-downs are issued and followed. Compile monthly, quarterly and annual SOC statistical data. Author incident reports as described in SOC protocols
    • Perform other tasks and duties of a similar nature and scope as assigned
    • Push/Report all appropriate operational matters in real-time directly to the SOC Manager, Director of Operations and members of senior management.
    • Provide excellent Customer Service to all parties encountered while on duty.
    • Acts on all customer service related calls and either resolves them personally or refers issues to the appropriate individuals. Manage communications for emergency and non-emergency calls-for-service, to include; phone and email workstations. Monitor email inboxes, work order service requests and all communications devices; prioritize and process incoming information according to procedure.
    • Responsible for establishing, maintaining and reviewing schedules.
    • Assist in the supervision and management of team of security officers, payroll, training, coaching, development and support.
    • Handle all escalated security issues or emergency situations appropriately. Coordinate emergency incidents with Security Team. Notify, assist, and direct external emergency personnel and 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 SOC protocols, Understand and execute 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. Accurately ensure detailed shift pass-downs are issued and followed. Compile monthly, quarterly and annual SOC statistical data. Author incident reports as described in SOC protocols
    • Perform other tasks and duties of a similar nature and scope as assigned

     

    Due to the nature of this assignment, special attention is paid to those candidates that are able to successfully demonstrate: A work history illustrating a progressively increasing security/customer service related skill sets and responsibilities with an emphasis in a supervisory capacity work, communication center protocol, knowledge of security operations, in addition to an advanced level computer proficiency/technological skills, specifically as it relates to established physical security needs.

    Having any, or a combination of the above listed attributes may increase your chances of selection

                                                                                                                                                      

                                                                                                                                                      

    Qualifications

     Education and/or Experience: High School diploma or general education degree (GED) and 2 years prior satisfactory employment as a security officer or in a customer service position. Experience in a heavy volume call center preferred.

    Must be at least 20 years of age.

    Certificates, Licenses, Registrations: Ability to acquire and maintain a valid Illinois PERC, including state accredited training requirements.

    Language Skills:  Must have the ability to read, write, speak, and understand English. Bi-lingual considered a plus.

    Computer Skills: Proficiency with Microsoft Office software (Word, Access, Excel, PowerPoint).

    Other Qualifications:  Ability to pass pre-employment drug screen and criminal background check.  Must maintain a working telephone number though which we can contact you. 

    Physical Demands:  The physical demands are based on the contract and must be met by an employee to successfully perform the essential functions of this job. 

    Salary & Benefits: Compensation is based on experience, plus paid time off, medical insurance, dental insurance, paid holidays, and pension/retirement benefits. Skills-enhancing training and opportunities for career growth and promotion.

    EOE/M/F/D/V

     

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