Job Overview Summary

The Hosted Managed Services (HMS) Operator is responsible for remotely monitoring, managing, and troubleshooting customer security systems from a centralized location. This role includes providing real-time support, managing alerts, and ensuring the effective operation of CCTV, access control, and alarm systems under hosted or managed service agreements.

What you’ll be doing (and doing well!):

• Monitor security systems remotely, respond to alerts, and provide support as necessary to ensure operational integrity.
• Perform remote troubleshooting for system issues, escalating to on-site technicians when required.
• Provide real-time assistance to clients and field teams, ensuring system issues are resolved promptly.
• Document all activities, incidents, and resolutions in the service management system.
• Conduct regular health checks and system diagnostics to proactively prevent system downtime and identify potential issues.
• Coordinate with other teams to facilitate updates, system changes, and improvements.
• Ensure compliance with data privacy, security policies, and industry regulations during all monitoring activities.
• Perform other job-related duties as assigned.

Responsibilities:

• Own It: Focus on excellence in everything you do and each interaction you have with all clients
• Learn: Absorb the training. Make yourself an expert on our portfolio of solutions
• Represent: Always understand that you are the face of the company to our customers
• Diversity: Every project and service call are different so you must enjoy variety in your workday
• Work as One Team: Work closely with Minuteman’s sales, management, and operations teams to best serve our customers
• Find a way: Turn challenges into opportunities
• Play To Win.

What we Like about you:

• A Sense of humor, creativity, and positive attitude
• High school diploma or equivalent; associate degree or relevant technical certifications in IT or security systems are preferred.
• 2+ years of experience in a monitoring or remote support role, ideally within the security industry.
• Proficiency in security software, network monitoring tools, and alarm monitoring platforms.
• Strong technical troubleshooting skills, with the ability to remotely diagnose issues.
• Attention to detail and the ability to work in a high-stakes environment.
• Excellent communication skills, with the ability to provide clear and effective support to clients and internal teams.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

Pay Transparency Statement

The base pay range for this position is $20.15 - $32.75 hourly. The position may have overtime available. Note that wage may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base wage as well as health coverage, paid holidays, and other benefits.

Equal Employment Opportunity (EEO) Statement

Minuteman Security & Life Safety is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Minuteman Security & Life Safety provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Minuteman Security & Life Safety takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Drug-Free Workplace Statement

Minuteman Security Technologies, Inc is an equal opportunity employer, that offers a smoke-free and drug-free workplace.