Service Desk Engineer

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.

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.

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.

• 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…