GSOC Operator (Overnight)

Description

Northland Controls is seeking a Global Security Operations Center Operator in our Rochester Office.

The Global Security Operations Center (GSOC) Operator plays a critical role in monitoring daily operations, various security systems, multiple communications outlets, and safety systems. As a valued member of the team, the GSOC Operator is dedicated to ensuring a swift and effective response to security incidents and emergencies for all sites. This role is encouraged to recommend and work towards continuous improvement and proactive measures to uphold the client's commitment to safety.

This is a full-time position with a work schedule working overnight shift.

Essential Functions:

• Monitor security, CCTV, access control, alarms, communications, and safety systems within the designated region using provided monitoring systems;
• Respond to and manage alarms and incidents. 
• Respond to various calls for service, customer assistance, emergencies, and security situations.
• Utilize exceptional customer service skills to handle critical situations with a calm and problem-solving approach while following all safety and security procedures.
• Thoroughly document security incidents in the case management system.
• Respond to emergencies with urgency and maintain open communication with management and key leaders.
• Liaise with public safety agencies and their dispatch centers to coordinate emergency response.
• Assist client employees with safety and security concerns via email and phone.
• Investigate alarms with security patrol and facilities, and if necessary, alert fire and/or police services.
• Assist with after-hours administration of access badges.
• Conduct audits of panic/duress alarms, badge readers and doors.
• Perform quality assurance functions to maintain adherence to continuous improvement principles as defined by GSOC Management.
• Collaborate with the GSOC management and ensure compliance with Key Performance Indicators (KPIs) and/or Standard Operating Procedures (SOPs).
• All other duties, as assigned.

Education, Experience, and Certifications:

High school diploma or GED with one to two years of experience within a GSOC or similar environment as a Dispatcher or Security Operator.

Competencies:

• Able to ensure compliance, monitoring of assets, and making rapid notifications via mass communication tools.
• Able to analyze and make decisions regarding data as it pertains to operational responsibilities.
• Effective written and verbal communication skills.
• Attentive to meticulous detail and accurate documentation.
• Able to remain composed under pressure.
• Serve as a positive team player.
• Able to make appropriate decisions under pressure/stress.
• Self-motivated and proactive attitude.
• Able to adapt as the external environment and organization evolve.
• Able to effectively interact with other departments and varying levels of management.
• Able to prioritize workload based on urgency.
• Efficient time management skills.

Working Conditions:

• With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;
• Exposure to sensitive and confidential information.
• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Ability to adjust focus between close and distance vision.
• Frequent sitting, standing, and/or walking.
• Must be able to work Sundays and have on-call availability for Fridays and Saturdays.
• Travel, as required.

About Northland Controls

Northland is a world-class global security integrator with offices in the United States, United Kingdom, Singapore, China and India. We specialize in design, build, integration, and management of high-end Lenel, Software House, S2 global enterprise security systems which include 6 out of 10 of the largest hi-tech companies in Silicon Valley.

We are responsible for single card reader installations in some of the most remote parts of the world, all the way through to the design, deployment and management of large enterprise systems managing up to 300 corporate offices in over 70 countries including datacenters and multi-faceted security operations centers.

With 250 highly trained professionals, all program management, project management, system design, system programming, testing and commissioning is carried out by Northland Controls experts to ensure we deliver the right solution, to the right standard, every time, anywhere in the world. In addition, Northland is supported by a network of over 100 in-country local service partners (LSPs) across the world who partner with Northland to deliver unparalleled world class services to our enterprise customers.

We are trusted to get the job done no matter what. Through word-of-mouth our elite list of customers has rewarded us with phenomenal growth from $1M to $70M in 10 years’. To achieve this, we are always interested in the very best people who share our core values and beliefs and will “do whatever it takes” to enable our customers to realize their goals. We will take on difficult challenges regardless of where they may lead us, and we will always take the most honorable route to get there.

Our Mission

To be the most trusted and influential leader in the industry. By delivering exceptional services across the world, we are determined to continually surprise our customers, the industry and even ourselves while having fun.

Core Values

Be Honorable * Take on Challenges * Do Whatever it Takes * Our People * Have Fun

Northland provides a robust set of benefit plans including but not limited to medical, dental, vision, life insurance, 401(k)/profit-sharing, wellness programs and paid time off and tuition reimbursement program.

Northland Control Systems, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Qualifications

Salary : $70