SOC Operator - GRAVE Shift

SOC Operator

Essential Functions:

• Monitor alarms, video surveillance systems, and AI-assisted detection platforms to identify, validate, and triage security events in real time.
• Perform advanced CCTV monitoring, multi-camera sweeps, and live tracking to proactively identify suspicious activity, safety concerns, or system irregularities.
• Conduct archival video review and compile investigative video packages to support incident reviews, audits, and stakeholder requests.
• Receive, evaluate, and respond to emergency and non-emergency calls from employees, vendors, field guards, and law enforcement, using clear and professional communication.
• Coordinate multi-channel dispatch operations via radio, telephone, and digital communication tools, ensuring accurate, timely direction to the field.
• Maintain detailed and accurate incident logs, summaries, and alarm classifications in accordance with AVERT documentation standards and quality metrics.
• Utilize AVERT workflows, databases, and ticketing systems to gather, record, and escalate equipment malfunctions, outages, and system health concerns.
• Conduct first-level troubleshooting and device validation (cameras, alarms, access control) and coordinate with the appropriate technical teams for resolution.
• Provide situational awareness and operational updates to GSOC leadership, Field Operations, and client partners during active incidents or environmental hazards.
• Assist with post-incident reporting, evidence gathering, and after-action review documentation as required by Security Leadership.
• Monitor regional trends, repeat alarms, and system anomalies to support root cause analysis and proactive risk identification.
• Follow established SOPs, support process improvements, and participate in scenario-based training designed to maintain operator readiness and performance.
• Coordinate closely with Security Operations Center staff to ensure accurate documentation of officer dispatches, incident responses, and field activity.
• Support special requests from Security Leadership related to investigations, video pulls, system evaluations, and alarm analytics.
• Perform additional duties as assigned or requested by AVERT Leadership to support operational integrity and incident response effectiveness.

Qualifications:

• Must possess a high school diploma or equivalent.
• Must have a valid guard card.
• Work experience must include the following:
• Demonstrated analytic and critical thinking skills and ability to prepare to conduct investigations using audio visual tools and other programs.
• Ability to prioritize workload based on severity or effect on customer.
• Demonstrated high level of competency with security surveillance software and programs.
• Demonstrated ability to operate radio, telephone equipment and/or console monitors.
• Ability to adapt in a dynamic work environment while possibly working under pressure.
• Preferred Qualifications:
• One year or more experience working in a medium to high volume emergency services dispatch center as a emergency services dispatcher.
• One year or more experience working in Loss Prevention as an Asset Protection or Loss Prevention undercover agent with experience conducting video review, video download, and live tracking of subjects.
• One year or more experience leveraging Lenel Alarm Monitoring System, GENETC Security Monitoring system or similar security monitoring surveillance system to conduct security investigations and coordinate with stakeholders.
• One year or more experience creating request for service tickets to maintain security surveillance systems and access control systems.

Requirements:

• Alarm monitoring
• CCTV monitoring
• Camera surveillance
• Archival video review
• Answering phones; operate IP based telephone system
• Radio Dispatch; use multi-channel communications
• Radio and call logging
• Incident Report information collection
• Security Equipment functionality trouble ticket information gathered and submitted to correct support group
• Ensure timely and effective response to incidents, alarms, notifications, calls, and other activities related to the Security Operations Center and its role as a central alarm monitoring station
• Receive and respond to emergency and non-emergency calls from employees, outside vendors, law enforcement, and the security field force via telephone, automated alarm monitoring and radio systems
• Coordinate with Security Operations Center staff to provide necessary documentation in support of uniformed guard force activity (e.g., Officer Dispatch, Incident Reporting, etc..)

Working Conditions (Physical/Mental Demands):

• Maintaining composure in dealing with authorities, executives, clients, staff, and the public, occasionally under conditions of urgency and in pressure situations.
• May undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey, in addition to any mandatory licensing requirements and site-specific requirements.
• Directing and discipline staff in a positive manner.
• May be required to work overtime…