> Markdown version of [/jobs/ext/1478740-remote-support-engineer](https://www.wearedevelopers.com/jobs/ext/1478740-remote-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Remote Support Engineer - **Company:** Frossell Recruitment - **Location:** Milton Keynes, UK - **Experience:** Experienced - **Salary:** £37,500.0 - **Contract:** Permanent contract - **Skills:** Data Analysis, Augmented Reality, Microsoft Dynamics CRM, Log Analysis, Remote Access Technology - **Published:** July 29, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=1654ac401a2ddb6e ## About the Role * 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., * HNC/HND or equivalent in a related engineering discipline. * Previous experience in remote technical support. ## Description 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., * 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, ISO27001, ISO9001, Cyber Essentials). * Stay up to date with cyber-security best practice and mandatory company training. ## Related Videos - [Your next 10x engineer isn't in your city. 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