Remote Support Engineer

Remote Support Engineer – Sysmex UK

Sysmex UK, Milton Keynes, England, United Kingdom. This role is based within our Milton Keynes office.

This role is all about maximising instrument uptime, reducing the need for on‑site visits, and ensuring accurate case handling. You’ll work closely with customers and field engineers to provide high‑quality technical support that directly impacts patient care.

• Deliver first‑line remote technical support using tools such as RDP, VNC, and Augmented Reality to diagnose and resolve issues independently.
• Guide and train users on correct usage, basic maintenance, safety procedures, and troubleshooting via phone/video calls and remote assistance tools.
• Ensure compliance with regulatory standards (IVDR, ISO
  27001, ISO
  9001) and maintain cybersecurity best practices.
• Escalate and coordinate unresolved cases with field engineers or technical specialists, identifying required parts for onsite visits when necessary.
• Maintain accurate records of service calls and troubleshooting steps in Microsoft Dynamics CRM/ERP, ensuring full audit trails and data integrity.
• Collaborate with customers and internal teams to report recurring issues, suggest improvements, and support performance metrics such as First Phone Fix Rate and Customer Satisfaction.

• City & Guilds / BTEC Level 3 or equivalent in Electronics, Biomedical Engineering, Mechanical/Electrical Engineering, or similar.
• 2+ years in a technical support or field service role.
• Strong knowledge of electromechanical systems, IT troubleshooting, and remote diagnostic tools.
• Excellent communication, fault‑finding, and problem‑solving skills.
• Ability to manage multiple cases under time pressure and explain complex technical information clearly.
• Ability to read and interpret technical diagrams.
• Commitment to delivering outstanding customer service.
• Strong verbal and written communication skills.
• Interest in emerging technologies and willingness to learn new skills.

This role is eligible for our extensive company benefit package.

Place of Work:
Sysmex UK LTD, Garamonde Dr MK8 8DF
Wymbush, Milton Keynes, GB.

Field of Employment:
Technical, Working

Experience:

2 to 5 years, Type of Employment: full‑time, Offer valid until 24‑01‑2026.

We can only accept direct applications from candidates who have a valid right to work in the UK.

Seniority level:
Entry level.

Employment type:

Contract.

Job function:
Information Technology.

Industries: IT System Training and Support.

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