Incident Operator-Enterprise Security Operations Center

This position is 3rd shift Monday-Friday, 11pm-7:30am

Staples is business to business. You’re what binds us together.

Our digital solutions team is more than a traditional IT organization. We are a team of passionate, collaborative, agile, inventive, customer-centric, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive Staples forward. We anticipate the needs of our customers and business partners and deliver reliable, customer-centric technology services.

What you’ll be doing:

• The ESOC Incident Operator’s primary responsibly is answering routine and emergency calls, monitoring alarms and video equipment including fire alarms, door alarms, and duress alarms and provides general assistance to Associates, Vendors and Visitors under the guidance of a supervisor.
• Effectively triages alerts or alarms received through the Access Control System through an end stage resolution and escalates to a supervisor as necessary. 
• Monitoring lone workers and verifying check ins, responding to failed check ins, safe corridor requests, and / or emergency notifications. 
• Continuously monitors physical security systems, including surveillance cameras and access control systems, to detect and assess potential security threats and escalates when concerns are identified. 
• Maintains and processes all telephone, radio, and email communications coming into the ESOC while providing excellent customer service.
• Reports any faulty equipment and\or health and safety hazards identified immediately to appropriate personnel, and documents actions accordingly.
• Supports all requests for assistance by any caller with respect and patience to maintain a standard of excellence for both internal and external customer service.
• Facilitates access to multiple locations by remotely operating lift gates, gates, doors, etc., after verifying Associates’ or Vendor identify and authorized access level. 
• Initiates incident reports and work orders for situations that require one.
• Reviews ISOS Travel Notifications and escalates when necessary to a supervisor to notify Business Travelers of potential impact. 
• Monitors risk events received via Everbridge in the ESOC and escalates as directed. 
• Checks to ensure all Access Control, CCTV, and other tools are working properly.

What you bring to the table:

• Strong problem-solving skills.
• Ability to maintain professional composure when dealing with unusual or stressful circumstances. 
• Understanding of security systems and threat landscape.
• Basic knowledge of incident response and crisis management.
• Proficiency in physical security software and tools.

What’s needed- Basic Qualifications:

• Minimum high school diploma or equivalent required.
• 1+ years’ experience in a progressive security organization, preferably in a security operations center environment, or equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by Staples.
• The ability to write effective and concise reports. A working knowledge of Microsoft Office software and email is required.
• Knowledge and understanding of Access Management Systems, i.e. Exacqvision, Genetec, Vector, Everbridge, etc.   
• Basic knowledge of physical security systems, components, causes of alarms, and Security Operations. 
• Understanding and knowledge of Open-Source Intel applications, i.e. Everbridge Visual Command Center

What’s needed- Preferred Qualifications:

• Experience with physical security systems and threat intelligence tools, i.e. Everbridge, Genetec.
• Experience working in an Enterprise Security Operations Center (ESOC) or similar.

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

Staples is an Equal Opportunity Employer who values the diversity of our people, products, and services.