GSOC Operator

Job Description

Job Description

Overview

170+ Years Strong. Industry Leader. Global Impact.
At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our network of industry subject matter experts.

The Global Security Operations Center (GSOC) Operator will play a critical role in monitoring daily operations, various security systems, multiple communications outlets, and fire/life safety systems. The 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.

Responsibilities

• Represent Pinkerton’s core values of integrity, vigilance, and excellence.
• Monitor security, CCTV, access control, alarms, communications, and fire/life safety systems within the designated region using provided monitoring systems.
• Respond to and manage alarms and incidents and dispatch Security Specialists 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).
• Participate in training exercises between field Officers and Operators.
• All other duties, as assigned.

Qualifications

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

• Familiar with security system tools and technologies (Genetec, LifeRaft, and Everbridge) and social media and media monitoring tools (Twitter, X).
• 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.
• Maintain confidentiality when dealing with sensitive information.
• Computer skills, Microsoft office. 

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting, standing, and/or walking.
• Able to complete shift work, including evenings and weekends. 
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.