Command Center Operations I

Command Center Operations

We are seeking a new individual to join our 24x7 team. Applicants should have monitoring experience (security or infrastructure) and the ability to self-start and work long hours alone. Inbound and outbound calls are expected. Some tools used in this position: Microsoft Office, Zendesk Support (ticketing), Camera & Access Control management, and other internal tools.

Responsibilities

Core responsibilities will be Security Monitoring (cameras & access controls), Infrastructure Monitoring (BMS-Related), and phone/email support. Additional IT related tasks may be asked of this position, but IT will not be the primary focus. Even so, a baseline understanding of fundamental IT operations is strongly preferred.

General

- Interact professionally with team members and valued customers.

- Present yourself professionally in person, over the phone, and in email correspondence.

- Answering the phones at all scheduled shift hours and placing outbound calls to schedule services for customer and internal sites.

- Follow company guidelines and procedures for communications with minimal supervision.

- Clear communication in all things

Security Monitoring

- Monitor cameras at multiple locations and record out of the ordinary events.

- Track personnel on-site, documenting arrivals and departures.

- Perform escalations as needed to management and to on-site staff, and local Police as necessary.

- Using our access controls platform to create/revoke access to sites.

- Monitor intercoms for calls to allow / deny access.

Infrastructure Monitoring

- Monitor critical infrastructure for our internal sites / data centers, along with customer sites.

- Notify & escalate to customers and management as needed.

Required skills and qualifications

- Successful experience in corporate environment

- Strong communication skills, including active listening and clear articulation when talking.

- Ability to solve problems, alleviate conflicts and escalate tactfully

- Ability to multitask and prioritize.

- Ability to work individually and as a team member.

- Strong work ethic.

- Strong note-taking ability for tickets and documentation.

- Exceptional organization and time management skills.

- Flexibility to long hours for working day shifts or night shifts.

- Fundamental Microsoft Office knowledge. (MS Teams, Outlook, Excel)

Optional related skills and qualifications

- Security skills; access controls, camera monitoring

- Customer Support interactions / experience.

- Ticketing systems experience

- Knowledge of critical infrastructure: UPS Power, HVAC, ATS & Switchgear, Generators

- Any relative IT certifications, (CompTIA A+, SEC+, etc)

Additional details:

- Employment will start with an evaluation period for first 90 days.

- Full-time benefits will begin after this introductory/evaluation period.

- PTO is granted as needed, but must be approved by a manager so that it does not get abused.

- Holiday pay if your shift falls on a company holiday. (1.5x)

Job Type: Full-time

Pay: From $16.00 per hour

Expected hours: No less than 40 per week

Benefits:

Shift:

Shift availability:

Ability to Commute:

Work Location: In person