Apple GSOC Operator in Santa Clara Valley, California

GSOC Operator

Job Number: 99605245

Santa Clara Valley, California, United States

Posted: Jul. 28, 2017

Weekly Hours: 40.00

Job Summary

Apple seeks an exceptional, customer service focused and motivated person to join our team as a Global Security Operations Center (GSOC) Operator. A GSOC or communications center background is terrific, but candidates from outside the security field will be strongly considered. We want the right person and can train for the job. This is an interesting and challenging role responsible for the safety and security of Apple’s employees, customers and buildings throughout Santa Clara Valley.

Key Qualifications

  • Customer service experience

  • Flexibility to work different schedules

  • Dependable, reliable, proactive and drive for results

  • Ability to deal with ambiguity

  • Strong written and verbal communication skills

  • Ability to multitask and maintain great attention to detail in a fast paced work environment

  • Flexibility to work different schedules and shiftsDescription

Work as part of a customer service team in the GSOC that is responsible for 24/7 alarm monitoring, video review, dis-patching security support, taking calls from employees, partnering with the investigations team, coordinating emergency service response to campus, and others duties as assigned.

Take calls from employees globally, understand their needs, help develop options for resolution, and escalate issues to the right partners to close the support requests

Monitor and investigate alarms in Apple’s buildings globally using technology based in the GSOC, dispatch Customer Service and Safety Specialists in the field, and escalate larger issues to public safety agencies and the leadership team

Partner with internal and external groups to provide safety and solutions to Apple’s employees, customers and assets. Partner groups include: Investigations, Environment Health and Safety, Legal, Human Resources, Employee Relations Engineering groups, and public safety agencies (police, fire, medical), among others

Use GSOC software and systems for communications, alarm monitoring, video review, crisis management response, record keeping, access control, documentation

Write comprehensive incident summaries following events

Provide access control to the security team as it supports access needs to Apple’s employees and contractors

Train and mentor new operators and support the larger GSOC team

Education

High School diploma (or GED) required

Some college or equivalent professional experience preferred

Previous GSOC or dispatching experience is helpful, but not required

Additional Requirements