> Markdown version of [/jobs/ext/3840043-technical-support-engineer](https://www.wearedevelopers.com/jobs/ext/3840043-technical-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).

---

# Technical Support Engineer

- **Company:** Frossell Recruitment
- **Location:** Milton Keynes, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Augmented Reality, Microsoft Dynamics CRM, Log Analysis, Remote Access Technology
- **Published:** October 20, 2026
- **Apply:** https://jobsthamesvalley.co.uk/jobs/apply/ats-redirect/?id=3028397944-2

## 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.