Alarm Dispatcher - Customer Service - Whelan Security

National Security Operations Center Operator (NSOC)

Position Summary
As an NSOC Operator, you will play a critical role in monitoring and maintaining the operational integrity of GardaWorld’s fleet, applications, and processes.  You will be responsible for overseeing the real-time flow of information, responding to phone calls, and monitoring events and ensuring the safety and security of personnel, clients, and assets.  Your keen attention to detail, quick decision-making, and ability to effectively communicate and coordinate with various stakeholders will be essential for success in this role.
 
Salary: $20 / hour

We Have One Part-Time Shift Available:

• Shift One: Part-Time Friday - Saturday 7:00 am - 3:30 pm (16 hours/week)

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Monitor and analyze real-time data feeds, including cameras, alarms, and communication systems.
• Respond promptly to phone calls, alarms, and emergencies by following established protocols and procedures.
• Coordinate with internal corporate departments and local branches to effectively manage events.
• Maintain accurate records of events, actions taken, and communications in the incident logging database tool.
• Provide clear and concise communication to stakeholders during an event, ensuring accurate and timely updates.
• Collaborate with GardaWorld personnel and other relevant parties to resolve issues swiftly.
• Identify and report potential security vulnerabilities or equipment malfunctions for further investigation.
• Assist in the development and improvement of standard operating procedures for the NSOC.
• Participate in training and drills to enhance your capabilities to be as efficient and effective as possible.
• Maintain a professional demeanor and effectively manage stress in high-pressure situations.

• Proficiency in using computer systems, software applications, and communications tools.
• Strong interpersonal skills with the ability to communicate clearly and effectively.
• Ability to remain calm and make sound decisions in stressful situations.
• Excellent organizational skills and attention to detail.
• Willingness to work in a 24/7 rotating shift schedule, including nights, weekends, and holidays.
• Self-starter with the ability to prioritize and manage multiple demands
• Ability to work effectively alone or as part of a team and can interact with all levels of the organization.
• Excellent customer service skills
• Ability to interpret a variety of instructions in written or verbal form.
• Positive attitude, ethics, and values that support our company’s values, team, environment, and high-performance culture.
• Must successfully pass an extensive background screening which may include criminal record checks (local, state, and federal), drug test, skills assessment test, interviews, and personality profile.

Required Education and Experience

• High school diploma or equivalent; additional education in security, emergency management, or related fields is a plus.
• Prior experience working in the security industry or working in a call center environment is preferred.

Work Environment
This job operates in a professional uniformed office environment. This role routinely uses standard office equipment.

Physical Demands
The physical demands described here are representative of those, which must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work
This is a full-time position, hourly, non-exempt position. This position requires 24/7 shift work and may require irregular shift rotations.  You will need to be open to work, days, nights, weekends and holidays.  The shift you work will be either 8 or 10 hours.



It is the policy of GardaWorld Security Services to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, GardaWorld Security Services complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of GardaWorld Security Services not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.