Security Operations Center Operator - 2nd/3rd Shift - Chicago, IL

<div class="content-intro"><p>Titan Security is built on serving our clients and building careers – just like yours. We are trusted by some of the most well-known companies and properties in the country while remaining dedicated to building personalized security solutions that solve the needs of every customer we support. Named as a nationally recognized Top Workplace in 2024 and 2025 by USA Today, Titan's customized approach to security services will provide you with the opportunity to learn, grow and succeed. Our core values of being Unified, Transparent, Innovative, Committed and Accountable help us in providing unparalleled service and support in all that we do. If you are looking for a meaningful career, a culture of excellence, and the ability to make a difference, we want to talk to you!</p></div><p style="margin: 0in 0in 0pt;">The SOC Operator is responsible for monitoring security systems, coordinating emergencies, compiling daily reports, replying to email and phone inquiries and general workplace duties, as needed. The candidate needs to be comfortable in a fast-paced, growing environment. Superior communication and multi-tasking skills are strongly desired. A professional yet approachable personality, who can make sound decisions through training with limited supervision, will excel in our environment.&nbsp; &nbsp;</p> <p style="margin: 0in 0in 0pt;">&nbsp;</p> <p style="margin: 0in 0in 0pt;">Must be available to work both 2nd and 3rd Shifts.&nbsp;</p> <p style="margin: 0in 0in 0pt;">&nbsp;</p> <p style="margin: 0in 0in 0pt;"><strong>Responsibilities:</strong></p> <ul> <li style="color: #000000;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Push/Report all appropriate operational matters in real-time directly to&nbsp;the SOC Manager, Director of Operations&nbsp;and members of senior management.</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Provide excellent Customer Service to all parties encountered while on duty.</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Acts on all customer service related calls and either resolves them personally or refers issues to the appropriate individuals. Manage communications for emergency and non-emergency calls-for-service, to include; phone and email workstations. Monitor email inboxes, work order service requests and all communications devices; prioritize and process incoming information according to procedure.</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Responsible for establishing, maintaining and reviewing schedules.</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Assist in the supervision and management of team of security officers, payroll, training, coaching, development and support.</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Handle all escalated security issues or emergency situations appropriately. Coordinate emergency incidents with Security Team. Notify, assist, and direct external emergency personnel and internal Emergency Response Team as necessary.</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Acknowledge alarms and dispatch personnel as needed</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Participate in regular training and scenario based security drills</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Understand and execute emergency SOC protocols, Understand and execute general service SOC protocols.</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Perform SOC related projects and tasks as requested by the SOC Manager or Director of Operations</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Compile daily SOC activities into daily shift reports. Accurately ensure detailed shift pass-downs are issued and followed. Compile monthly, quarterly and annual SOC statistical data. Author incident reports as described in SOC protocols</span></li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Perform other tasks and duties of a similar nature and scope as assigned</span></li> </ul> <p style="margin: 0in 0in 8pt;"><span style="font-family: arial, helvetica, sans-serif;"><em>Due to the nature of this assignment, special attention is paid to those candidates that are able to successfully demonstrate: A work history illustrating a progressively increasing security/customer service related skill sets and responsibilities with an emphasis in a supervisory capacity work, communication center protocol, knowledge of security operations, in addition to an advanced level computer proficiency/technological skills, specifically as it relates to established physical security needs. </em></span></p> <p style="margin: 0in 0in 8pt;"><span style="font-family: arial, helvetica, sans-serif;"><em>Having any, or a combination of the above listed attributes may increase your chances of selection</em>&nbsp;</span></p> <p style="margin: 0in 0in 3.75pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Qualifications &amp; Benefits:</strong></span></p> <p style="margin: 0in 0in 3.75pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Education and/or Experience:&nbsp;</strong>High School diploma or general education degree (GED) and 2 years prior satisfactory employment as a security officer or in a customer service position. Experience in a heavy volume call center and dispatch preferred. Must be at least 20 years of age.</span></p> <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Certificates, Licenses, Registrations: </strong>Ability to acquire and maintain a valid PERC Card, including state accredited training requirements.</span></p> <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Language Skills:</strong>&nbsp; Must have the ability to read, write, speak, and understand English.</span></p> <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Computer Skills:</strong> Proficiency with Microsoft Office software (Word, Access, Excel, PowerPoint).</span></p> <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Other Qualifications:</strong>&nbsp; Ability to pass pre-employment drug screen and criminal background check.&nbsp; Must maintain a working telephone number though which we can contact you.<strong><em>&nbsp; </em></strong></span></p> <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Physical Demands:</strong>&nbsp; The physical demands are based on the contract and must be met by an employee to successfully perform the essential functions of this job.&nbsp;</span></p> <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Salary &amp; Benefits: </strong>Compensation is between $21.00 - $23.00<strong>&nbsp;/ </strong>hour based on experience, plus paid time off, medical insurance, dental insurance, paid holidays, and pension/retirement benefits. Skills-enhancing training and opportunities for career growth and promotion.</span></p> <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">EOE/M/F/D/V</span></p> <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">#HP</span></p> <p style="margin: 0in 0in 8pt;">&nbsp;</p> <p style="margin: 0in 0in 0pt;">&nbsp;</p> <p>&nbsp;</p>