Open role
Remote Service Engineer – Bracknell Office based
- Aggregated by CV-Library
- RG12, Bracknell, Bracknell Forest
- Permanent
- Full Time
- £32,000 - £37,000 Per Annum
Job Description
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
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.)
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 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
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 Protects 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
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 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.)
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 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
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 Protects 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