Control Room Operator Opportunity at Fidelity Services Group Midrand

Fidelity Services Group is inviting applications for a Control Room Operator position in Midrand, Johannesburg, Gauteng. This permanent, entry-level opportunity is suited to a responsible and alert individual who can monitor incoming signals and coordinate with Response and Patrol resources from the monitoring centre. The successful candidate will handle emergency and non-emergency signals, communicate with clients and key holders, record incidents accurately and ensure that monitoring centre procedures and service standards are consistently followed. The position requires Grade 12 and Grade C PSIRA registration, together with strong administrative, communication and computer skills. Applications for the Control Room Operator vacancy close on 13 October 2026.

The main purpose of the role is to support effective monitoring operations by handling incoming activations and monitoring Response and Patrol resources. The Control Room Operator will need to remain focused while dealing with a range of signals and client-related requests, ensuring that relevant information is captured accurately on the computer system. The role also involves maintaining communication with premises, clients and key holders and escalating issues through the appropriate channels. Because the position operates within a security and monitoring environment, adherence to Standard Operating Procedures, service levels and safety requirements will be important. Candidates should be able to remain professional under pressure while responding efficiently to incidents and routine operational requirements.

Key Responsibilities

• Monitor and action emergency and non-emergency signals received by the monitoring centre.
• Contact premises, clients and key holders when required in response to activations.
• Accurately record relevant information relating to activations using the computer system.
• Record and report incidents and accidents to the senior staff member on duty.
• Ensure all relevant administrative tasks and handled signals are completed accurately and efficiently.
• Monitor and action vehicle violations according to established procedures.
• Update timesheets and maintain accurate administrative records.
• Report computer, equipment or other technical faults to the appropriate authority on duty.
• Use company telephones responsibly and avoid private calls during working time.
• Comply with safety and zero-harm standards when carrying out responsibilities.
• Maintain a clean, tidy and organised monitoring centre workstation.
• Provide telephonic assistance to clients regarding problems, queries or complaints.
• Update client information, including holiday instructions and other relevant details, and ensure information is passed to the appropriate Monitoring Associate IV or V.
• Report faulty alarm systems through the approved communication channels.
• Record and report potential sales leads through the appropriate channels.
• Maintain sound knowledge of all functions and responsibilities related to the position.
• Attend required meetings and training sessions.
• Uphold all Standard Operating Procedures applicable to the monitoring centre.
• Meet agreed service levels and performance targets.
• Maintain a consistently high standard of service.
• Assist with ad hoc tasks and projects as required.

Requirements and Skills

• Grade 12 or Matric is required.
• Grade C PSIRA registration is required.
• Candidates should have strong communication and customer service skills.
• Good computer and administrative skills are important for recording activations, updating information and maintaining records.
• Applicants should be alert, responsible and able to remain focused while monitoring signals.
• Accurate information capture and attention to detail are essential.
• Candidates should be able to communicate professionally with clients, premises contacts, key holders and colleagues.
• The ability to remain calm and professional when handling emergency and non-emergency situations is important.
• Applicants should be able to follow Standard Operating Procedures consistently.
• Good time management and organisational skills are beneficial.
• Candidates should understand the importance of maintaining service levels and performance targets.
• A professional and trustworthy approach is required when handling client and security-related information.
• Applicants should be willing to attend required meetings and training sessions.
• The ability to work effectively as part of a team and support additional tasks when required is important.
• Candidates should be committed to safety, zero-harm principles and responsible use of company equipment.
• Previous control room or monitoring centre experience is not listed as an essential requirement.

The Control Room Operator opportunity at Fidelity Services Group provides an entry-level route into the security and monitoring industry for a candidate who meets the Grade 12 and Grade C PSIRA requirements and can combine alertness, accurate administration, professional client liaison and strict adherence to procedures in a busy monitoring environment; the company also encourages Historically Disadvantaged Candidates and Black Female Candidates to apply, while Fidelity Services Group states that preference is given to existing employees where applicable, only successful applicants will be contacted, and candidates who have not been contacted within 10 working days after the closing date should regard their applications as unsuccessful.

Apply here