Service Desk Engineer

Reliance High-Tech; Bracknell; On-site; GBP 26,000 - 38,000; Full time

Job summary

Reliance High-Tech in Bracknell is seeking a Service Desk Engineer to coordinate service, maintenance and support for CCTV, access control, intruder alarms and related security technologies. The role focuses on first-line fault triage, fast resolution, and efficient use of resources.

The role offers training and a clear path to develop within a dynamic security solutions company based at our Bracknell HQ, with an emphasis on customer satisfaction and strong SLAs.

Qualifications

• Strong organisational and prioritisation skills.
• Curiosity and willingness to learn new things.
• Basic technical knowledge of electronic security systems.
• Understanding of Windows operating systems.

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.
• Escalate unresolved Incidents following escalation procedures.
• Provide support 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 knowledge base articles and documentation.
• Identify recurring issues and recommend process or service improvements.
• Assist in training service administrators to become more technically competent.

Skills

Organisational skills

Curiosity & willingness to learn

Basic technical knowledge of security

Windows operating systems knowledge

Job description

Closing Date: December 31, 2026

Your Future

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

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 escape 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.

For more information about our business, visit www.reliancehightech.co.uk

Your Responsibilities

Service Desk & Call Management

• 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.

Customer & Stakeholder Communication

• 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.

Engineer & Resource Coordination

• 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.

Your Competencies

Essential

• 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

Desirable

• 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