Service Desk Engineer - Security Tech (Office Hours)

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

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.