Control Centre Operator - Bilingual Physical Security

Job Description
Allied Universal is seeking Physical Security Risk Technologies (PSRT) Operator - French/English Bilingual in Mississauga, Ontario.

Position Title:

Control Centre Operator - Bilingual Physical Security (PSRT)

Type:  Full Time

City:  Mississauga, ON

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Location:

(Onsite / No Remote Access)

Hours:

9:00 am to 5:00 pm (Monday to Friday excluding stat holidays – Hours subject to change)

Pay Rate:  $28.00 - $29.00 per hour

Language:  French Bilingual (Mandatory)

Job Description /Accountabilities:
The Incident Reporting Centre (IRC) Physical Security Risk Technologies (PSRT) Operator supports the IRC by providing first-line technical triage and operational support for physical security risk technologies service tickets. The role focuses on troubleshooting, incident intake, creating, updating, and routing security-related service tickets to the appropriate parties as per applicable procedures and guidance. This position offers the opportunity to apply technical, analytical, and relationship-management skills while coordinating with internal stakeholders across the bank and external vendors to help service, reduce risk, and improve operational outcomes.

Responsibilities:

Provide intake, triage, and administration of physical security risk technology (PSRT) service tickets for retail, corporate, and other locations, in alignment with IRC operating procedures.

Partner with technical staff, business contacts, and vendors to troubleshoot equipment deficiencies and validate issues prior to placing service calls.

Review and respond to reported security system/device failures within required time frames, in alignment with IRC operating procedures.

Monitor vendor activity and follow up on open service calls to drive timely updates and closure

Accurately document service requests, actions taken, and outcomes in the designated repository; generate operational reports as required.

Work closely with the Global Physical Security (GPS) PSRT team and security vendors to troubleshoot and resolve security device issues and recurring problems.

Liaise with IRC, PSRT and GPS partners to identify, elevate, and track emerging trends, repeat failures, and operational risk concerns.

Operate as part of IRC Operations by maintaining accurate incident logs, ensuring complete ticket details, and applying consistent categorization, prioritization, and escalation.

Escalate incidents according to severity, safety impact, and established procedures; provide clear status updates to stakeholders and ensure appropriate follow-up through to resolution.

Support IRC queue management by monitoring workload and turnaround targets, identifying aged/at-risk tickets, and coordinating next actions to meet service expectations.

Contribute to operational continuity by documenting key updates, completing shift handover notes as required, and supporting process improvements within IRC Operations.

Job Requirements:

College diploma with progressive relevant work experience

Sound knowledge of security technologies, including alarm systems, access control, and CCTV

Minimum 2 years of experience in a 24/7 security or monitoring environment (e.g., 911 Call Centre, Alarm Monitoring, Technical Security Control Room, GSOC, or similar)

Minimum 2 years of security industry experience within a large, complex organization

Strong customer service, verbal, and written communication skills; call centre/phone experience preferred

Strong documentation and report-writing skills

Intermediate computer skills with demonstrated proficiency in Microsoft Office (Excel expertise preferred)

Strong attention to detail and ability to manage high volumes of work in a fast-paced environment

Ability to prioritize competing tasks and meet defined timelines

Ability to analyze information, solve problems, and exercise sound judgment

Comfortable working with ambiguity and large volumes of data

Ability to work independently and collaboratively within a team environment

Professional presence, initiative, and motivation to contribute to a high-performance operation

Strong organizational awareness and business acumen

Disclaimer:
As part of our standard hiring process, all candidates being considered for employment with Allied Universal are required to undergo a background check, which may include, but is not limited to: criminal history, employment verification, education verification, and professional references.

Closing
Allied Universal® is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

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