Service Desk Engineer

Reliance Protect; Bracknell; On-site; GBP 28,000 - 38,000; Full time

Job summary

Reliance High-Tech based in Bracknell is seeking a Service Desk Engineer to coordinate service, maintenance, and support activities. You will provide first-line fault triage, diagnose incidents, and escalate where needed to ensure rapid resolution and adherence to SLAs.

The role offers training, a clear path for growth, and exposure to CCTV, access control, and intruder alarm systems in a busy office environment during standard hours.

Qualifications

• Experience in a technical helpdesk environment.
• Experience coordinating field engineers or service teams.
• Basic technical knowledge of electronic security systems or similar.
• Understanding of CCTV, access control, intruder alarms, and basic networking principles.
• Understanding of Windows operating systems.
• Technical knowledge of TCP/IP and remote connection tools.

Responsibilities

• Log, categorise, and prioritise Incidents, Service Requests, and Events.
• Provide first-line Incident diagnosis and resolution.
• Act as an escalation point for critical, high-priority, or SLA-breaching incidents.
• Contribute to Knowledge Management and Continual Service Improvement.
• Maintain up to date technical knowledge through internal and external training provision.
• Act as a primary point of contact for customers regarding faults, maintenance, and service updates.
• Provide clear and timely communication to account managers, and internal stakeholders including our alarm receiving centre.
• Escalate unresolved Incidents in line with Service Desk escalation procedures.
• Provide support and background information and allocate work to field engineers and subcontractors based on skills, location, and urgency.
• Ensure engineers receive accurate job details, access information, and system documentation.
• Monitor and report against contractual service level agreements
• Maintain and support the use of knowledge base articles and technical documentation.
• Work within our process framework but help identify recurring issues and recommend process or service improvements.
• Help to train the service administrators to become more technically competent.
• Strong organisational and prioritisation skills.
• A can-do attitude, curiosity and the ability to learn
• 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.

Skills

Incident management

First-line support

Customer communication

Escalation

Knowledge management

Training support

Organization

Technical curiosity

TCP/IP basics

Windows basics

Security systems

Team coordination

Tools

Windows operating systems

TCP/IP and remote tools

Job description

As one of the most dynamic and forward-thinking companies in the electronic security and lone worker industry Reliance believe in growing our own talent. This role offers far more than a position — it is a platform.

Whether your ambitions lie in operations, administration, account management, technical services, or leadership, we will invest in the right person and support their journey. For those who demonstrate the right attitude and commitment we offer competitive salaries, good company benefits, combined with career opportunities across our rapidly growing business that are genuinely without limit.

We can teach skills, but first and foremost if your ambition, and ethos match our values below – call us.

Role

This vacancy is for Reliance High-Tech.

Based out of our state of the art Bracknell Headquarters, the Service Desk Engineer is part of a team responsible for coordinating service, maintenance, and support activities. More than just an administrator this role is responsible for first line support and triage of incoming faults to provide fast resolution to clients and to save unnecessary dispatch of engineers vehicles.

Where faults require further investigation or a higher level of specialist knowledge, it is your responsibility to escalate to the most appropriate resource, providing background information and support, ensuring that the issue is systematically resolved and logged.

This role is pivotal to ensure the efficient handling of reactive faults, planned maintenance, and service requests for systems such as CCTV, Access Control, Intruder Alarms, and related security technologies, while maintaining high levels of customer satisfaction and service level agreements. As a technology advocate, you will provide technical support to the desk-based service administrators as well as the field-based service team. This role is equally suited to a seasoned engineer who wishes to work in a comfortable office environment during office hours, or for a competent trainee at the start of their journey. Full training will be provided.

About Us

Reliance High-Tech is the UK’s largest independent integrator of security solutions. It is trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise.

Unique in the industry, Reliance High-Tech combines the capability and footprint of a large organisation, with the agility and customer focus of an independent business.

The team at Reliance High-Tech draw on their considerable IT expertise and sector experience to serve organisations across a wide range of industry sectors that require advanced, bespoke security solutions and the highest-level security clearances.

• Log, categorise, and prioritise Incidents, Service Requests, and Events
• Provide first-line Incident diagnosis and resolution.
• Act as an escalation point for critical, high-priority, or SLA-breaching incidents.
• Contribute to Knowledge Management and Continual Service Improvement.
• Maintain up to date technical knowledge through internal and external training provision.
• Act as a primary point of contact for customers regarding faults, maintenance, and service updates.
• Provide clear and timely communication to account managers, and internal stakeholders including our alarm receiving centre.
• Escalate unresolved Incidents in line with Service Desk escalation procedures.
• Provide support and background information and allocate work to field engineers and subcontractors based on skills, location, and urgency.
• Ensure engineers receive accurate job details, access information, and system documentation.

Performance, Compliance & Reporting

• Monitor and report against contractual service level agreements

Process & Continuous Improvement

• Maintain and support the use of knowledge base articles and technical documentation.
• Work within our process framework but help Identify recurring issues and recommend process or service improvements.
• Help to train the service administrators to become more technically competent.
• Strong organisational and prioritisation skills.
• A can-do attitude, curiosity and the ability to learn
• 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.

Your Profile

• Calm and professional under pressure.
• Inquisitive – Have a desire to learn/research, and develop personally and 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

Contact Us

Contact us To express an interest in this role please send your CV and a covering letter to [e-mail]. This must include your home location. All job candidates will be screened to BS7858 standards to meet Reliance High-Tech’s / Reliance Protects vetting standards.

Thank you for your interest in joining our team. If you have not heard from us within two weeks of submitting your application, unfortunately, it means your application has not been successful at this time. We will, however, keep your details on file, and if your skills and experience align with future opportunities, we may contact you directly.

Contact Us

To express an interest in this role please send your CV and a covering letter to [e-mail]. All job candidates will be screened to BS7858 to meet Reliance High-Tech's vetting standards.