Operator - Global Security Operations Center (GSOC)

Package Description

Operator - Global Security Operations Centre - G4S Canada Secure Solutions

Job Introduction

This position description assumes that the individual has satisfied all basic requirements for employment by G4S Secure Solutions (Canada) Inc., including, but not limited to: criminal police information check (CPIC) credit reference, background check, minimum age, and minimum education (high school diploma or foreign equivalency, or earned GED). Additionally, this job description in no way states or implies that these are the only duties to be performed by this employee.  The individual in this position is required to follow any other instructions and perform any other duties requested by this position’s management.

Main Responsibilities

We are currently looking to hire Operators for a high-profile GSOC (Global Security Operations Centre) embedded within an Ottawa based Tech Company. The GSOC Operator Level I is responsible for providing primary and secondary security service support by pro-actively monitoring systems and actioning events in accordance with established Standard Operating Procedures.

The GSOC Operator Level I functions as a critical lifeline to client personnel and contract security guards, receiving information, dispatching personnel, and escalating events as appropriate while ensuring that an accurate shift report is maintained.

When required, the GSOC Operator Level I will conduct active monitoring via CCTV to support short term security initiatives and events.

In a regular day, the GSOC Operator Level I will:

• Conduct general monitoring of systems to be aware of adverse and irregular events (i.e. alarms, access control systems, temperature monitoring systems, intrusion detection systems)
• Follow established processes and procedures to document and escalate events to the
• appropriate work-centre 24/7
• Review CCTV and Networked Video Systems to conduct remote monitoring and investigations.
• Triage and manage of inbound requests to the GSOC from employees, security guards, and
• external partners (e.g. Alarm Monitoring Stations, Law Enforcement, etc.)
• Work with a team and leader to ensure effective communication of events that occurred during
• shift and any on-going events (i.e. facilities emergencies waiting for action, etc.)
• Complete relevant shift and/or event based reports in a professional and clear manner
• Utilize a variety of tools ranging from enterprise access control and alarm monitoring systems to various business intelligence sources, open source media, internet, and in-house tools, to
• respond and alert personnel regarding any adverse conditions that may affect the client, its
• employees, facilities, and/or properties.
• Additional duties as defined.

The selected candidate(s) must be willing to work on a 24/7 shift rotation and be able to work overtime as required.

The Ideal Candidate

Formal Education, Experience, and Licenses Required:

• College diploma or university degree in Police Foundations/Law and Security/Criminology, Communications or related field, AND/OR 2 years of relevant work experience.
• Must be able to pass any provincially required training or other qualifications for employment
• Must be able to pass and complete employer mandated training (on-line learning modules, in-class and virtual training as required)
• Must successfully pass a Criminal Background Check and/or obtain security clearances as required by the client and employee

Highly Preferred Qualifications

• 1-2 years of experience working in one or more of the following environments:

1. Commercial or Corporate security environments involving 24/7 monitoring and escalation processes.
2. Security/Emergency/Response based dispatch/operations centre services involving direct interaction with callers and dispatched personnel.
3. Customer service and/or call centre centre experience is an asset.

• Ability to effectively use computer systems in the following areas:

1. General Office Systems (i.e. MS Office/GSuite)
2. CCTV and Networked Video Systems
3. Access Control Systems
4. Incident Reporting Systems
5. Alarm monitoring systems
6. Telephone and Instant Messaging systems.

• Advanced communication skills (written and verbal) in English with the ability to effectively communicate with persons who may or may not speak English as their primary language
• Ability to remain calm under pressure and de-escalate and re-direct telephone conversations to quickly identify and take action to resolve emergencies.
• Demonstrated desire for continuous learning and skills development
• Desire to perform and deliver work by the G4S core values of Integrity, Respect, Teamwork, and Service Excellence
• Prior military or law enforcement experience is an asset

About The Company

G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones.