Alarm Monitoring Operator

Role Outline:

• Supports Technical Security operations center for NAMR

• Answering phone calls from NAMR retail branch personnel regarding PIN (personal identification number) access or from NAMR technicians working on retail video camera service tickets

• NAMR Alarm Monitoring

• Data / Fault Reporting

• System troubleshooting.

• Testing & Commissioning

• Security system support (Access/CCTV/etc)

• Email / Hotline management

Contracted Work:

• Provides first line triage and assistance for either PIN (personal identification number) access or retail video calls into the Alarm Monitoring Center, and resolve/route issues as required.

• Will actively manage and/or investigate all PIN or retail video related incidents across the Americas region. Investigation is required to ensure the correct escalations are followed and acted on accordingly.

• Personnel are required to take ownership of PIN or retail video related emails, PIN or retail video queues and provide proactive management to resolve. It is also expected that they will analyse reports, discover trends and problems so positive recommendations can be made.

• Personnel are required for video review of key sites to do targeted reviews to ensure guards are showing up for their shifts in branch vestibules. Required to save a snapshot of each review into a Teams site and label the video snapshot with a date/time for evidence purposes. Video review personnel to be night shift in PH/dayshift hours of US.

• Deployed onsite as per rostered or/and stand-by rostered.

• 24/7 monitoring of alarms and incidents within NAMR region

• 24/7 hotline management and email oversight

• Ensure prompt escalation by AMC

• Effective utilization of security resources (access control and CCTV system) to respond to incidents

• Preparation and dissemination of information by utilising the appropriate reporting tools.

• Educational Qualifications: At least a High/Senior High School degree.
• Experience Level: Less than 1 year of relevant experience.
• Skills and Competencies: Proficiency in Excel for data management and analysis.
• Responsibilities and Duties: Assist with data entry, maintain spreadsheets, and support team projects.