Office-Based Service Desk Engineer - Training & Growth

Reliance High-Tech Limited; Bracknell; On-site; GBP 24,000 - 32,000; Full time

Job summary

Reliance High-Tech Limited is seeking a Service Desk Engineer to join our Bracknell HQ team. You will handle first-line support for CCTV, access control, intruder alarms, and related security systems, triaging faults and escalating complex issues to specialists as needed.

Full training provided; role offers an office-based environment with daytime hours, contributing to high customer satisfaction and adherence to SLAs.

Qualifications

• Calm and professional under pressure.
• Inquisitive with desire to learn/research and develop professionally.
• Customer-focused with strong attention to detail.
• Proactive, organised and solutions-driven.
• Confident communicator and effective team player.
• Permit to Work and ability to pass security vetting.
• Basic technical knowledge of electronic security systems or similar.
• Understanding of Windows operating systems.
• Technical knowledge of TCP/IP and remote connection tools.
• Experience within a technical helpdesk environment.
• Experience coordinating field engineers or service teams.
• Understanding of CCTV, access control, intruder alarms, and basic networking principles.
• Experience working with monitored security systems or ARCs.

Responsibilities

• Log, categorise, and prioritise Incidents, Service Requests, and Events.
• Provide first-line Incident diagnosis and resolution.
• Escalate to higher level resources when required with background information.
• Coordinate background information and allocate work to field engineers and subcontractors.
• Ensure engineers receive accurate job details, access information, and system documentation.
• Maintain up-to-date knowledge through internal and external training.
• Provide clear and timely communication to account managers and stakeholders.
• Escalate unresolved Incidents per Service Desk procedures.

Skills

Calm under pressure

Inquisitive learner

Customer-focused

Proactive advocate

Confident communicator

Team player

Job description

Reliance High-Tech Limited is seeking a Service Desk Engineer to join our Bracknell HQ team. You will handle first-line support for CCTV, access control, intruder alarms, and related security systems, triaging faults and escalating complex issues to specialists as needed.

Full training provided; role offers an office-based environment with daytime hours, contributing to high customer satisfaction and adherence to SLAs.