iSOC Level 3 Coordinator: Real-Time Alarm Dispatch

Interface Systems; St. Louis (MO); On-site; USD 30,000 - 34,000; Full time

Job summary

Interface Systems is seeking a Level 3 iSOC Coordinator for our St. Louis area security operations center. The role entails live, two-way audio and video monitoring, rapid decision-making, and direct interaction with monitored sites to verify alarms and resolve incidents.

You will handle security events with escalating authority, support customers and emergency services, and contribute to incident documentation and reporting while working a flexible night schedule in a 24/7 environment.

Qualifications

• High school diploma or GED required.
• Two years of customer service, call center, dispatch, or security experience preferred.
• Excellent communication and interpersonal skills.
• Strong active listening and ability to stay calm under pressure.
• Working knowledge of Microsoft Office.

Responsibilities

• Perform remote security checks and virtual tours of customer locations.
• Conduct virtual security escorts to safeguard customers.
• Communicate with customer locations using two-way audio/video surveillance technology.
• Take appropriate action including contacting emergency services.
• Answer inbound calls to resolve or escalate inquiries.
• Maintain accurate records and documentation in the automation system.
• Monitor, verify and respond to alarm signals and verify via video.
• Notify designated individuals per customer instructions.
• Provide life safety support and dispatch information to emergency personnel.
• Provide basic alarm support (arming/disarming) and assist in resets.
• Manage live audio interactions during alarm events with monitored sites.
• Intervene using two-way audio to de-escalate incidents.
• Handle situations like loitering or trespassing with de-escalation when needed.
• Document interactions and follow up for incident resolution.
• Generate detailed reports on alarm responses and life safety interventions.

Skills

Experience (2 yrs)

Customer service

Communication

Active listening

Microsoft Office

Education

High school diploma

Tools

Microsoft Office

Job description

Interface Systems is seeking a Level 3 iSOC Coordinator for our St. Louis area security operations center. The role entails live, two-way audio and video monitoring, rapid decision-making, and direct interaction with monitored sites to verify alarms and resolve incidents.

You will handle security events with escalating authority, support customers and emergency services, and contribute to incident documentation and reporting while working a flexible night schedule in a 24/7 environment.