Remote Service Engineer – Bracknell Office based

Do you want to join a team of outstanding and dedicated individuals within one of the most dynamic and forward-thinking companies in the security and lone worker industry? Reliance High-Tech / Reliance Protect is the UK's largest independent integrator/installer of security solutions/lone worker solutions. We are 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 / Reliance Protect combines the capability and footprint of a large organisation with the agility and customer focus of an independent business. We operate at the top end, for the most discerning clients, in the most demanding and complex environments with the highest stakes, and always with integrity and customer focus.

A 1st Line Service Desk Analyst acts as the Single Point of Contact (SPOC) for all Incidents, Service Requests, and Events relating to electronic security systems. Operating within the Service Desk framework, the role ensures issues are logged, prioritised, resolved, or escalated in line with agreed Service Level Agreements (SLAs).

Your responsibilities:

• Act as the Single Point of Contact (SPOC) for electronic security service issues
• Log, categorise, and prioritise Incidents, Service Requests, and Events
• Provide first-line Incident diagnosis and resolution
• Escalate unresolved Incidents in line with Service Desk escalation procedures
• Support CCTV, access control, intruder alarm, and intercom systems
• Ensure SLA compliance and accurate ticket updates
• Adhere to security, compliance, and confidentiality requirements
• Provide remote support for on-site engineers
• Contribute to Knowledge Management and Continual Service Improvement
• Participate in team meetings and actively contribute towards the business’ activities
• Strive to maximise personal development and performance and take active part in performance reviews and personal development plans
• Maintain up-to-date technical knowledge through internal and external training provision
• Operate according to the requirements of business-specific applications and processes and the broad application environments (e.g. order submission, stock control, timesheet submission, job closing, etc.)

Your competencies:

• Experience in a Service Desk or Helpdesk environment
• Working knowledge of ITIL Incident Management and Request Fulfilment
• Excellent communication and customer service skills
• Basic technical knowledge of electronic security systems
• Understanding of Windows operating systems
• Technical knowledge of TCP/IP and remote connection tools
• Strong attention to detail and process adherence
• Ability to prioritise workload and work to SLAs
• Professional, reliable, and security-conscious

Your profile:

• Essential: Permit to Work, Ability to complete full personal security screening, Ability to complete SC level clearance, Working as part of a team
• Desirable: Good written and spoken English, Commercially aware

Competencies for Success:

• First Contact Resolution (FCR)
• SLA compliance for response and resolution
• Accuracy of incident logging and categorisation
• Customer Satisfaction (CSAT) scores
• Call quality and procedure adherence
• Escalation timeliness for priority incidents
• Inquisitive – Have a desire to learn/research, and develop personally and professionally

To express an interest in this role please send your CV and a covering letter no later than 30th June. This must include your home location. All job candidates will be screened to BS7858 standards to meet Reliance High-Tech's / Reliance Protect's 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.