Video Incident Response Specialist

Job Summary

The Video Incident Response Specialist (VIRS) is responsible for monitoring, assessing, and responding to live security, safety, and operational incidents across a variety of video monitoring programs. Utilizing advanced surveillance technology, video analytics, alarm monitoring platforms, and remote intervention tools, this role serves as a critical component in protecting people, property, and critical assets.

Video Incident Response Specialists evaluate alarms and video events in real time, investigate potential threats, coordinate emergency response efforts, execute customer-specific action plans, and document incidents with accuracy and professionalism. Specialists may support a variety of service offerings including fire detection and suppression systems, video guarding, high-value asset protection, virtual patrols, critical infrastructure monitoring, and emerging remote security technologies.

Responsibilities / Duties / Tasks:

• Monitor and respond to video, alarm, and analytics-generated incidents. 

• Assess events, execute response procedures, and coordinate emergency dispatch and notifications when required. 

• Conduct proactive monitoring activities, virtual patrols, and system checks.

• Document incidents and maintainaccurate records of actions taken. 

• Communicate professionally with customers, emergency responders, and team members. 

• Maintain proficiency in monitoring technologies, operational procedures, and customer requirements. 

• Participate in training, quality assurance, and continuous improvement initiatives. 

• Perform other duties as assigned in support of video monitoring and incident response operations.

Job Qualifications / Skill Requirements:

• High School Diploma or equivalent required.

• Minimum 6 monthscustomer service or video monitoring experience preferred.

• Demonstrated ability to make sound decisions under pressure.

• Strong written and verbal communication skills.

• Excellent customer service mindset.

• Ability to multitask effectively in a fast-paced environment.

• Strong attention to detail and situational awareness.

• Intermediate computer proficiency.

• Ability to learn and master multiple monitoring platforms.

• Must maintain a consistent and predictable schedule.

• Must be available to work weekends, holidays, and shifts as needed.

• No active corrective action above a verbal warning is preferred for internal applicants.