Security Operations Coordinator

Overview

As a Level 3 iSOC Coordinator, you will take on advanced responsibilities, managing real-time interactions and interventions during critical security events. You will handle live audio communication with individuals at monitored sites, using two-way systems to prevent security breaches, manage incidents such as trespassing, and de-escalate potential threats. The role requires quick decision-making, alarm verification, video monitoring, and clear communication with customers and emergency personnel.

You will not only respond to alarms but also provide solutions by directly addressing security violations within a fast-paced, technology-driven environment.

• Perform remote security checks and virtual tours of customer locations, observing for security vulnerabilities, criminal or unusual activity.
• Conduct virtual security escorts to safeguard customers during business opening, closing, or upon customer request.
• Communicate with customer locations using two-way audio/video surveillance technology; take appropriate action based on severity or instructions, including contacting emergency services when needed.
• Answer inbound phone calls to assist with resolving, escalating, or supporting security and system-related inquiries from customers, employees, and vendors.
• Maintain accurate records and documentation in the system of record (automation system).
• Monitor, verify, and respond to alarm signals; place outgoing calls to verify the validity of alarms.
• Perform video verification of alarms to confirm security breaches or emergencies.
• Notify specified individuals via telephone of an alarm or event according to customer instructions.
• Provide critical life safety support by ensuring clear, timely, and accurate dispatch of alarm information to emergency personnel.
• Provide basic alarm support such as arming, disarming, and assisting in resetting alarms or signals.
• Manage live audio interactions during alarm events or customer requests, using two-way audio to communicate with individuals at monitored sites.
• Use two-way audio to intervene during real-time incidents, projecting authority and maintaining clear communication.
• Handle situations such as loitering, trespassing, or other security violations with de-escalation or rapid decision-making.
• Document all interactions and follow up to ensure incident resolution; generate detailed reports on alarm responses and life safety interventions.

• High school diploma or GED equivalent.
• Two years of experience in customer service, call center, dispatch, or security roles is preferred.
• Excellent communication and interpersonal skills, with professionalism and care in all interactions.
• Strong active listening skills to understand customer needs and provide timely, accurate responses.
• Working knowledge of Microsoft Office applications.
• Ability to maintain a calm and positive demeanor in high-pressure situations, demonstrating professionalism during urgent or critical events.

iSOC Coordinators operate in a security monitoring operations center with advanced video surveillance, two-way audio, and alarm monitoring software. The role supports a 24/7 operation across various shifts.

Shift and pay details include:

• Starting Pay Rate: $22.00 per hour (excluding shift differential).
• Evening, Overnight, and Weekend differentiators as applicable; core daytime rate applies during standard hours.
• Monthly performance and attendance bonuses after 90 days of employment (eligible for up to $1,000 monthly bonus and up to $3,000 per year for attendance).

Start dates and training are provided. Favorable results on pre-employment drug screening and background check are required.

Interface Systems is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, disability, veteran status, or other protected characteristics. If assistance is needed due to a disability, please contact