At a Glance
- Tasks: Provide first-line support and coordinate service activities for electronic security systems.
- Company: Join Reliance High-Tech, the UK's largest independent security solutions integrator.
- Benefits: Competitive salary, great benefits, and limitless career growth opportunities.
- Other info: Dynamic work environment with a focus on personal and professional development.
- Why this job: Kickstart your career in tech while making a real impact in security solutions.
- Qualifications: Basic technical knowledge and strong organisational skills; training provided.
The predicted salary is between 35000 - 40000 £ per year.
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
- #J-18808-Ljbffr
Service Desk Engineer in Bracknell employer: Reliance High-Tech
Reliance High-Tech is an excellent employer that fosters a collaborative work culture, where employees are encouraged to develop their skills and grow within the organisation. With a focus on training and exposure to innovative technology and projects, the role of Procurement Coordinator offers meaningful opportunities for professional advancement while contributing to efficient procurement processes in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Bracknell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reliance High-Tech. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reliance High-Tech before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Engineer in Bracknell
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reliance High-Tech:Your cover letter is your chance to shine! Tell us why you want to work at Reliance High-Tech specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reliance High-Tech!
How to prepare for a job interview at Reliance High-Tech
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
