Tech Support Engineer

Provides remote technical support to customers and internal engineering teams, troubleshooting network, hardware, and connectivity issues to first- and second-line resolution. Acts as a key point of contact for incoming support tickets, working to defined SLAs and escalating to senior engineers where required. In addition to remote support duties, the role is responsible for hardware pre-build and configuration work in our workshop - staging, imaging, and testing customer devices and networking equipment prior to deployment.

Your responsibilities

Ensure that all prebuilt / preconfigured solutions / systems and hardware is configured and setup in line with Manufacturer, IT and Cyber best practices

• Provide responsive, hands-on support for our field-based engineers, systems and customers

• Commissioning support for our professional services team

Maintain documentation for processes, systems, assets, and credentials

• Good understanding of IP Networking, switches, firewalls, routers and VPNs.

• IT Support / helpdesk experience

• Experience of Patching, System upgrades, Remote access support

• Strong communication and a self-driven approach

Desirable

• Experience with FAT testing

• Familiarity with SQL / Database technologies

• Experience integrating platforms and systems

• Active certifications in relevant Security / IT / Networking areas

Your profile

Personal Qualities

• Self-motivated and proactive

• Strong analytical and problem-solving mindset

• Comfortable working in a dynamic, small-team environment

• Holds a full UK driving licence and has access to own transport

Competencies for Success

• Adaptable and open to change

• Self development

• Committed to delivering high standards and continuous improvement

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.