Job Description
The SOC Operator is responsible for using best practices to identify, analyse, and support all incidents that are either impactful or potentially impactful to business, resources, the Company brand and or its employees. This position is responsible for communicating information surrounding those incidents to leadership or personnel as appropriate. The SOC Operator will monitor cameras and alarms, and despatch associated security officers via telephone and radio, operate access control technology, and provide general assistance to both employees and visitors. The SOC Operator supports regional and global headquarters and field teams as they prepare for, respond to, and recover from both crisis and non-crisis incidents.
Roles and Responsibilities:
- The SOC Operator is responsible for answering routine and emergency calls, monitoring alarms and video equipment including fire alarms, door alarms, and duress alarms and provides general assistance to both employees and visitors.
- The SOC Operator maintains various records of communications and events.
- The SOC Operator communicates and disseminates information using all technology at their disposal.
- The SOC Operator takes active role in SOC related projects.
- The SOC Operator will escalate complaints and incidents in a timely manner and unusual or suspicious activity information to the SOC Shift Supervisor and SOC Manager if applicable.
- The SOC Operator accurately maintains control of all equipment in the SOC.
- The SOC Operator proactively monitors all surveillance cameras and CCTV remote viewer programs.
Qualifications:
- Demonstrates proficiency in a wide range of computer systems and applications, including both software and hardware knowledge
- Exhibits excellent verbal and written communication skills, enabling clear and effective interaction with clients, colleagues, and stakeholders
- Strong customer service skills, with ability to deliver high-quality support and maintaining positive client relationships
- Demonstrates a high degree of self-motivation, capable of independently managing tasks and responsibilities without the need for close supervision
- Thrives in a team-oriented environment, collaborating effectively with colleagues across departments to achieve common goals
- Exceptional ability to multitask, managing various concurrent projects while maintaining a high standard of accuracy and attention to detail
- Maintains a composed and professional demeanor when faced with high-pressure situations, ensuring consistency in service delivery
