Security Operations Center Operator

Extraordinary commitment runs deep at Rapid Response Security, LLC (RPID). Here, dedicated men and women have the opportunity to work on challenging projects alongside those who value innovation and support team efforts in all our endeavors. We take care of our team members as family, within a culture of service where we do the right thing because it is the right thing to do. Our core values are at the center of every decision we make:

Every Person Matters

Together We Can Do Great Things

This Is More Than a Job

Job Summary

The Security Operations Center Operator will monitor and analyze security activities from the Security Operations Center (SOC). Monitoring representatives will play a very important role in ensuring the safety of our employees, customers, vendors, and facilities, as well as providing exceptional customer service. This position requires sitting for up to 12 hours (with breaks) while observing multiple monitor screens and responding to alarms as directed. SOC operators will assist with requests via phone, email, radio, and/or in person, and will troubleshoot, assess, and triage security-related issues as required. The Security Operations Center operates 24/7, 365 days a year.

The minimum hourly pay rate is $20.00 with a $.50 an hour differential for overnight pay. The current available shift is PM - overnight 6:00 PM - 6:00 AM.

Essential Functions

• Monitors by video, all entry and exit points as well as up to 100+ cameras located throughout the organization's facilities. Identifies any suspicious activity that may need to be detected, verified, and acted upon.
• Electronic badge access administration for all employees, customers, and vendors via the Access Control System.
• Alarm monitoring for access control system, CCTV video, and facilities-related equipment. Dispatch and notify appropriate personnel.
• Ability to identify, report, download, or export suspicious activities or events captured from Access Control and CCTV systems.
• Maintains confidentiality and ensures discreet handling in all aspects of the business.
• Communicate effectively with employees, guests, and vendors via telephone, email, and in person.
• Ability to multitask and work effectively under pressure in a calm and professional manner to produce detailed quality work.
• Coordinate and direct security response to medical, fire, and other emergencies, including contacting police, fire, EMS, and other public/private agencies.
• Able to think outside the box and solve problems with resources at hand.
• Properly document every incident that comes into the SOC and escalate to management as needed. Requires high-level detailed written and verbal communication skills.
• Greet, check in, and take calls from internal and external customers regarding alarms, security situations or concerns, and other logistical questions.
• Assist courier/mail services if needed and in escort services if requested.

This job summary is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not an exhaustive list of responsibilities, duties, and skills required.

Required Skills & Experience

• High school diploma or equivalent.
• Minimum of 2 years of security-related work experience including Security Operations Center, law enforcement dispatch center, call center, or other fast-paced, high-stress environment with the need to resolve multiple interruption-driven priorities simultaneously.
• Experience with CCTV and Access Controls Software (Avigilon) is a plus.
• Previous CCTV monitoring, dispatching, security, military, or law enforcement experience is highly desired.
• Preferred but not required to have a Texas non-commissioned guard license.
• Must be able to work shift work that may involve evening or night shifts, early morning shifts, and rotating shifts. Flexibility to work various schedules, complete 3-6 months of onboarding, and willingness to work any shifts or training (24/7/365) that align with business needs and changes. Currently, shifts are 12-hour shifts, 3 on 3 off.
• Proficient in the use of computers and other technology systems, including Microsoft Office Products. Advanced or intermediate computer skills and proficiency are desired. Knowledge of general networking protocols.
• Observant with a high level of concentration and ability to divide attention to monitor multiple occurrences.
• Must be able to follow documented procedures to eliminate errors or mistakes.
• Dependable – attendance is a must.
• Ability to display professionalism and a trustworthy demeanor in all affairs.
• Excellent customer service skills.
• Must be able to sit for extended periods.
• Ability to manage multiple tasks against set deadlines.
• Being a team player with the ability to work cooperatively and collaboratively with all levels of management, employees, visitors, and contractors.
• Attention to detail with a keen focus on efficient documentation and communication.
• Exhibits a calm sense of urgency during problem analysis.
• Ability to create processes and procedures around security operations details.
• Organizational skills to prioritize information and process it efficiently.

Benefits and EOE

Rapid Response Security, LLC (RPID) offers an industry-leading benefits package for our employees and their families.

• Medical, Dental, Vision, and Life insurance
• 401k, Paid leave, and Bonus Program
• Company-paid short-term and long-term disability insurance
• Employee assistance program

Rapid Response Security, LLC (RPID) performs security services throughout the United States and relocation is sometimes required for continuous employment opportunities.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.