Remote Technical Support Engineer – Diagnostic Instruments

About the role

We are looking for a Remote Technical Support Engineer to join our client’s Customer Support Centre in Milton Keynes. The role focuses on delivering expert remote assistance for a range of diagnostic analysers, ensuring high instrument uptime and reliable patient testing.

Key responsibilities

• Provide first‑line remote support for diagnostic instruments using RDP, VNC and augmented‑reality tools.
• Guide laboratory staff on correct usage, maintenance and safety procedures.
• Escalate complex cases to field service or specialist teams and identify required parts for on‑site visits.
• Record all actions in MS Dynamics and work to KPIs such as First Time Phone Fix and response times.
• Maintain detailed service histories, create knowledge articles and ensure compliance with IVDR, ISO27001, ISO9001 and Cyber Essentials.

Required profile

• City & Guilds / BTEC Level 3 (or equivalent) in Electronics, Biomedical, Mechanical/Electrical Engineering or similar.
• Strong electromechanical and IT troubleshooting abilities.
• Experience communicating technical information clearly to laboratory users.

Required skills

• Remote‑desktop tools: RDP, VNC, augmented‑reality guidance.
• MS Dynamics for case logging.
• Diagnostic instrument troubleshooting.
• Electromechanical and IT troubleshooting.
• Knowledge of regulatory standards: IVDR, ISO27001, ISO9001, Cyber Essentials.