Service Desk Engineer - Frontline Security & IT Support

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

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.