Technical Support Engineer

Location: West Byfleet

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:

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

Service Quality & Repair Efficiency Use instrument data proactively to prevent downtime. Consolidate calls to ensure efficient service delivery. Work to KPIs including First Time Phone Fix, First Visit Fix, response times and customer satisfaction. Provide effective support within agreed SLAs. Customer & Team Communication Build strong relationships and act as a trusted technical partner. Keep users fully informed of case status and follow-up actions.

Highlight recurring issues, potential upgrades or sales opportunities. Provide reports on service performance and technical trends. Escalate serious service risks immediately. Administration & Compliance Log all service calls, updates and parts usage accurately. Maintain detailed device service histories. Create and update troubleshooting guides and knowledge articles. Ensure regulatory compliance (IVDR, ISO
27001, ISO
9001, Cyber Essentials). Stay up to date with cyber-security best practice and mandatory company training. Essential Qualifications & Experience City & Guilds / BTEC Level 3 (or equivalent) in Electronics, Biomedical, Mechanical/Electrical Engineering or similar. Minimum 2 years’ experience in technical support or field service. Strong electromechanical and IT troubleshooting skills. Experience working to KPIs. Ability to explain complex technical concepts clearly.

Excellent problem-solving and multitasking abilities. Ability to read technical diagrams and interpret analytical data. Commitment to outstanding customer service. Desirable Qualifications & Experience HNC/HND or equivalent in a related engineering discipline. Previous experience in remote technical support. 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.