The Alarm Monitoring Center (AMC) protects the firm's employees and assets throughout North America. Join the team responsible for monitoring, researching, reviewing, and analyzing alarms and video, to ensure compliance with standard operating procedures in a timely manner. Our team acts as the communication and situational awareness hub for the firm, operating 24x7x365.

As an Alarm Monitoring Specialist within the Global Security team, you will interact with employees from corporate locations acting as the primary intake for security related incidents. These cases are disseminated to other security professionals for further guidance.

Job responsibilities:

• Respond in a timely manner to alarm signals to ensure the protection of lives and property
• Appropriately dispatch law enforcement, guards or service vendors when needed
• Accurately manage inbound calls and conduct initial triage and troubleshooting efforts as needed, either rectifying the issue or routing it to the appropriate resource
• Ensure all incidents are effectively escalated and managed at each location, including escalating sensitive or high-impact incidents to senior managers, and notifying relevant Security and Threat teams regarding incidents
• Place alarm systems on test when required
• Create service jobs correctly when necessary
• Ensure any false or problem incidents are reported to the necessary department for corrective action and resolution
• Ensure all SOPs are followed correctly
• Ensure critical alarm testing is carried out as scheduled and take ownership for any faults identified so they can be managed through to completion
• Have a positive involvement in out of hours staffing problems by being flexible to work overnights, weekends, holidays, and during crises as needed, contactable via email, text and telephone
• Accurately compose incident communications to inform security, operations, resiliency, and facility responders; deliver information in verbal or written updates via internal communication platforms

Required qualifications, capabilities, and skills:

• The ability to communicate clearly both orally and in written form across all staffing levels within the firm.
• Excellent problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Familiarity with access control, video, and intrusion software and hardware.
• Strong understanding of security principles and methodologies.
• The aptitude to learn and the willingness to progress.
• A high standard of integrity and reliability.
• The ability to multi-task, to work under pressure and to think through a problem before making a decision.
• The ability to build and maintain effective working relationships with team members.