Coordinator, iSOC Level 3 (Interactive)- 7am-5:30pm

About the role

As a Level 3 iSOC Coordinator, you will take on advanced responsibilities, managing real-time interactions and interventions during critical security events. Building on your expertise from previous levels, 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. Your ability to think quickly and communicate with authority will be key to resolving incidents in real time. This role demands a high level of skill in alarm verification, video monitoring, and rapid decision-making, all while maintaining clear and direct communication with customers and emergency personnel. As a Level 3 Coordinator, you will not only respond to alarms but also provide solutions by directly addressing security violations. This position allows for greater responsibility and impact in a fast-paced, technology-driven environment, as you continue to grow within the iSOC team. The role is based on‑site in an office environment.

Responsibilities

• Perform remote security checks/virtual tours of customer locations, observing all areas for potential security vulnerabilities, criminal and/or unusual activities.
• Conduct virtual security escorts to safeguard customers during business opening, closing and/or upon customer request.
• Communicate with customer locations using state-of-the-art two-way audio/video surveillance technology; take appropriate action based on severity or instruction, including customer contact and/or requesting emergency services such as police, fire, or medical services.
• 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 with the system of record (automation system).
• Monitor, verify and respond to alarm signals, placing outgoing telephone calls to verify validity of alarm signals; perform video verification of alarms to confirm security breaches or emergency incidents.
• Notify specified individuals via telephone of an