Security Command Centre Operator

Overview Paladin Security: Making the World a Safer and Friendlier Place because we **CARE**!

Do you have superior customer service skills and a passion for helping people? Are you able to think quickly on your feet and defuse difficult situations? Your track record of handling a great deal of responsibility combined with your varied life experience and enthusiasm for a job well done make you an ideal candidate for our team! The Paladin Difference starts with our officers; we're the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! If you think you have what it takes to join our team, we want to meet you!

We are looking for experienced **Security Operators** to join our team!

Become an integral part of the safety and security team and help coordinate the emergency response for Critical Infrastructure in the Province. This is a great opportunity to gain experience working at one of the most sophisticated Security Alarm monitoring and security command centers in North America and be part of a high-performing team. Additionally, you will receive exposure to an enterprise security environment that's truly integrated in terms of implementing industry-leading security-based technology and security systems to mitigate risk including drones and other technology.?

• Unlock a $1,000 Hiring Bonus!** If you are the successful candidate for this role, you will receive a structured payout, distributed in 4 monthly installments post-employment commencement.
  
  

Job Skills / Requirements In this role, you will be coordinating the emergency response, monitoring, and dispatching the appropriate resources to our client facility across the province. The Security Command Centre ensures a 24/7 communication link between client field staff, management, on-call personnel, and various subcontractors. The Command Centre provides a centralized point of contact for any security incident that occurs on or in relation to a client facility or property.

Our Operators must have the ability to direct, communicate, and instruct officers in the field as necessary. This position requires that all Operators be prepared to provide an exceptional level of customer service and support to both internal and external customers, as well as other Paladin employees.

• Pay Rate:** $24.33/hr. during the training and increasing to $26.09 after successful completion of 3-week training program.
• Work Hours:** We are seeking candidates with open availability for overnight shifts, and possibly afternoons.
  
  

Responsibilities

• Monitor and dispatch alarm events and live crime in progress via video monitoring
• Initiate after-hour emergency service calls and security requests
• Triage technology and security systems deficiencies through the service request process
• Handle incoming / outbound calls and email communication
  
  

Conduct surveillance, patrol, access control, and technical analysis

• Record and maintain incident reports and evidence packages
• Adhere to established departmental procedures and Municipal, Provincial, National, and Industry Standards
• Use exceptional customer service skills while remaining calm and focused in stressful, high-pressure situations, adapting quickly in a dynamic environment
• Actively listen to the caller to summarize key points of information and enter them into the computer system
• Actively seek win-win solutions, always maintaining professionalism in cases of healthy conflict and in supporting / managing differences of opinion
• Maintain a working knowledge of computers, networks, and security systems (CCTV, remote video, access control, etc.)
• Monitor designated company locations remotely and provide dispatch information to emergency responders as appropriate
• Provide support to our internal customers
• Conduct daily assigned compliance audits
  
  

Qualifications

• **Minimum 1-year of work experience in the security industry**
• **Minimum 6-months work experience in** :
• A Control Centre, Security Command Centre or Call Centre environment; and,
• Administrating a Security Access Software program (Lenel, GE, DSC, Keyscan, etc.); and,
• Using integrated software security (CCTV, Access, Intrusion); and,
• Automatic Call Distribution (ACD) systems, Telecom IP phone service, and operation; and,
• Photo ID software, hardware, HID card product line; and,
  
  

Programming and monitoring with integrated software (ex. Lenel, Bold, DSC, GE, Europlex, Keyscan)

• Operational knowledge and working understanding of alarm receivers and servers (ex. BOSCH, Surgard)
• Experience in a professional setting and providing a positive customer experience
• Strong computer proficiency, specifically in Microsoft Office suite, with a minimum typing speed of 45wpm
• Ability to work independently in a varied and fast-paced team environment while maintaining objectivity, situational awareness, and cognitive flexibility for demanding events to happen at any time during your shift
• Excellent time management, organizational & prioritization skills
• High level of discretion and the ability to maintain confidentiality of all company information, procedures, facilities systems, and investigations
• Thorough knowledge of security and threat/risk assessments
  
  

Additional Information / Benefits **PALADIN OFFERS YOU:**

• Career advancement opportunities and ongoing training
• Ergonomically designed workstations, including standing desks
• Rewards and recognition, including monthly Client Service Awards, Superstar, Performance & Performer Awards
• Extensive Health, Medical, and Dental Benefits + our Wellness program