Operator, Security Command Centre

Paladin Security; Burnaby; On-site; CAD 52,000 - 76,000; Full time

Benefits offered by this job

Great Place To Work Certified 2026

Accommodations for people with a dis/​

Job summary

Paladin Security is hiring for a Security Command Centre Operator in Burnaby. You will manage access control, video monitoring, and incident documentation, reporting to the SCC Manager.

The role emphasizes customer service, quick decision making, and proactive communication with field staff and internal teams. The position requires experience in security systems, alarm monitoring, and strong computer skills, with a focus on maintaining logs, triaging requests, and ensuring operational continuity

Qualifications

• Basic Security Training.
• BC Provincial Security License.
• Minimum 6 months experience in a Control / Operations / Call Centre including the use and administration of a security system (with video surveillance, access control, intrusion alarms, etc.)
• Intermediate computer skills.

Responsibilities

• Actively monitor security system alarms (access control, intrusion, panic, video surveillance, etc.) and respond/acknowledge per SOP.
• Adhere to Standard Operating Procedures.
• Manage physical keys and Access Control (Lenel) as required.
• Support infrastructure, systems, and processes within the Security Command Centre.
• Maintain the Commander Connect Database of all keys in the Key Tracer System.
• Monitor and sign out NERC keys to authorized users only.
• Prepare and review operator shift logs and service requests (3SRs).
• Perform connectivity tests on sensors, cameras, and control panels and troubleshoot as needed.
• Generate incident documentation and reports.

Skills

Customer service

Communication

Intermediate computer skills

Security awareness

Education

BC Provincial Security License

Tools

Lenel access control

Key Tracer

Commander Connect Database

Job description

Overview

Job Skills / Requirements

The Security Command Centre ensures a 24/7 communication link between Field staff, management, on-call personnel, and various Subcontractors. This Command Centre provides a centralized point of contact for any security incident that occurs on or in relation to a facility or property. While experience in the security industry would be valuable, time spent in a call center or alarm/ video monitoring experience would also be a key attribute in understanding the responsibilities of this position. A good candidate would also have a high level of computing skills as this position is computer based.

The Security Command Centre (SCC) Operator 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. Reporting to the SCC Manager, the Operator is responsible for fulfilling all aspects of the Security program from performing access control, video monitoring, and other administrative tasks.

Basic operator duties including:

• Actively monitor security system alarms (i.e. access control, intrusion, panic, video surveillance, etc.) and respond / acknowledge as per Standard Operating Procedure
• Adherence to Standard Operating Procedure
• Physical key management / Maintain Physical Access Control (keys) including:
• Support infrastructure, systems, and processes (i.e. installation, integration, deployment, and administration within the Security Command Centre)
• Maintain the Commander Connect Database of all keys in the Key Tracer System
• Ensure NERC keys are monitored and signed out to authorized NERC users only
• Adjust Physical Key Management access levels in Lenel as requested
• Photo ID and access card administration
• Answer and triage incoming telephone calls / emails / service requests. Escalate to SCC Supervisor and/or Security as required.
• Communicate with Guards and/or Tactical Guards using established processes and equipment
• Maintain a detailed operator shift log
• Complete and prioritize / categorize (i.e. emergency / non-emergency) Security Systems Service Requests (3SRs) for guards, service, and maintenance (including Key Tracer and Lenel deficiencies)
• Virtual patrol / investigation
• Perform connectivity tests with sensors, trailers, cameras, and control panels to determine system functionality and perform preliminary troubleshooting
• Complete audits of security equipment inventory and perform status checks
• Generate and submit non-security maintenance requests (i.e. fence repair or general maintenance)
• Report writing and incident documentation
• Testing of Security Operating Procedures or Post Orders
• Other associated duties, as required and approved by Security

Minimum Requirements:

• Basic Security Training
• B.C. Provincial Security License
• Minimum 6 months experience in a Control / Operations / Call Centre including the use and administration of a security system (with video surveillance, access control, intrusion alarms, etc.)
• Intermediate computer skills

Additional Certifications and Training:

• Customer Service for Security
• Note-Taking and Report Writing
• Introduction to Industrial Security
• High Rise Tower Security
• Investigations Training - Justice Institute of B.C. or equivalent
• Video monitoring system training
• Occupational First Aid Level 2 (OFA 2)
• Verbal de-escalation techniques (MOAB, NVCI or equivalent)
• NERC compliance requirements
• Information Protection Program
• Personal Risk Assessment
• TMA Operator Level 1 Online Training

Additional Information / Benefits

Paladin Security: Great Place To Work Certified™ 2026 - Making the World a Safer and Friendlier Place because we CARE!

The Paladin Difference starts with our people; 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!

Paladin Security has a diverse workforce and we believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation during the interview process, please let us know and we will work with you to meet your needs.

We thank all applicants for their interest; however, only those candidates that are short listed will be contacted for an interview.

This is a Full and Part-Time position