Remote Service Engineer - Bracknell Office based

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 Service Desk framework, the role ensures issues are logged, prioritised, resolved, or escalated in line with agreed Service Level Agreements (SLAs).

Your responsiblities

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 maximize 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.)

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 opperating systems

Technical knowledge of TCP/IP and remote connectio 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 categorization

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

Do you want to join a team of outstanding and dedicated individuals within one 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