Technical Support Engineer

Remote Technical Support Engineer

Location: Milton Keynes (Office-based)

Hours: Full-time, 37.5 hours per week (Mon–Fri, between 08:30–17:30)

Department: Service

About the Role:

We are seeking a highly capable Remote Support Engineer to join our clients Customer Support Centre. This newly created position is key to delivering expert remote technical support for a range of diagnostic analysers.

The ideal candidate will possess a City & Guilds / BTEC Level 3 (or equivalent) in Electronics, Biomedical, Mechanical/Electrical Engineering or similar and strong electromechanical and IT troubleshooting skills.

You will use secure remote-access tools, log analysis and direct communication with laboratory staff to troubleshoot and resolve technical issues. Your expertise will help maximise instrument uptime, reduce the need for on-site visits and ensure laboratories can maintain fast, accurate diagnostic services for patients.

This role is ideal for an engineer who enjoys problem-solving, communicating clearly and working in a fast-paced setting where reliability directly impacts patient care.

Key Responsibilities:

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• Provide first-line remote support for diagnostic instruments.
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• Diagnose and resolve issues using tools such as RDP, VNC and augmented reality guidance.
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• Guide and train users on correct usage, maintenance and safety procedures.
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• Support customers via phone, video and remote-assistance sessions.
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• Escalate unresolved cases to field service or technical specialists.
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• Identify required parts for field visits when needed.
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• Record all actions and troubleshooting steps within MS Dynamics.
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Service Quality & Repair Efficiency

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• Use instrument data proactively to prevent downtime.
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• Consolidate calls to ensure efficient service delivery.
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• Work to KPIs including First Time Phone Fix, First Visit Fix, response times and customer satisfaction.
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• Provide effective support within agreed SLAs.
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Customer & Team Communication

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• Build strong relationships and act as a trusted technical partner.
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• Keep users fully informed of case status and follow-up actions.
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• Highlight recurring issues, potential upgrades or sales opportunities.
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• Provide reports on service performance and technical trends.
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• Escalate serious service risks immediately.
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Administration & Compliance

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• Log all service calls, updates and parts usage accurately.
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• Maintain detailed device service histories.
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• Create and update troubleshooting guides and knowledge articles.
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• Ensure regulatory compliance (IVDR, ISO27001, ISO9001, Cyber Essentials).
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• Stay up to date with cyber-security best practice and mandatory company training.
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Essential Qualifications & Experience

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• City & Guilds / BTEC Level 3 (or equivalent) in Electronics, Biomedical, Mechanical/Electrical Engineering or similar.
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• Minimum 2 years’ experience in technical support or field service.
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• Strong electromechanical and IT troubleshooting skills.
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• Experience working to KPIs.
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• Ability to explain complex technical concepts clearly.
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• Excellent problem-solving and multitasking abilities.
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• Ability to read technical diagrams and interpret analytical data.
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• Commitment to outstanding customer service.
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Desirable Qualifications & Experience

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• HNC/HND or equivalent in a related engineering discipline.
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• Previous experience in remote technical support.
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Benefits include: Holiday Entitlement 28 days plus (8 days bank holiday), Bonus, Pension, Health Care Insurance (BUPA), Cash Plan (Simplyhealth), Income Protection Insurance, Educational Grant Scheme, Employee Assistance Program, Life Insurance 6 times the annual salary, Perkbox, Gym membership.