Operator - Security Command Centre

Paladin Security; Burnaby; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading security firm in Burnaby is looking for dedicated Operators for their Security Command Centre. Candidates should have experience in the security industry, strong customer service skills, and must be available for full-time overnight shifts. Duties include monitoring, dispatching resources, and maintaining communication with various stakeholders. Ideal candidates will possess operational knowledge of security systems and excellent time management skills.

Benefits

Diverse workplace culture

Commitment to inclusion and diversity

Accommodations for disabilities during hiring

Qualifications

• Minimum 1-year of work experience in the security industry.
• Operational knowledge of alarm receivers and servers.
• Strong computer proficiency with a minimum typing speed of 45wpm.

Responsibilities

• Coordinate emergency response and monitor resources.
• Provide exceptional customer service to clients.
• Administer security system operations and communications.

Skills

Customer service

Computer proficiency

Time management

Organizational skills

Situational awareness

Discretion

Problem-solving

Tools

Security Access Software (Lenel, GE, DSC, Keyscan)

CCTV systems

Automatic Call Distribution systems

Microsoft Office Suite

Job description

Overview

Paladin Security: 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!

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. Our Security Command Centre ensures a 24/7 communication link between clients, 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: $25/hr+

Work Hours: We are seeking candidates with open availability for overnight shifts.

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 system 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 security control center or command center 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)
• Must be available to work full-time overnight (graveyard) shifts
• Operational knowledge and working understanding of alarm receivers and servers (ex. BOSCH, Milestone)
• 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
• Must be legally authorized to work in Canada

Additional Information / Benefits

Paladin Security has a diverse workforce. 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