Remote Support Engineer

This Remote Support Engineer role is focused on delivering first-line remote technical support using tools such as RDP, VNC, and Augmented Reality to diagnose and resolve issues independently. It would suit someone who can bring work closely with customers and field engineers to provide high-quality technical support that directly impacts patient care to the role.

What the work leans on

This role is all about maximising instrument uptime, reducing the need for on-site visits, and ensuring accurate case handling. This role is based within our Milton Keynes office.

Where the technical work sits

• Escalate and coordinate unresolved cases with field engineers or technical specialists, identifying required parts for Onsite visits when necessary.
• Delivering 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.

Technical requirements

• City & Guilds / BTEC Level 3 or equivalent in Electronics, Biomedical Engineering, Mechanical/Electrical Engineering, or similar.
• Strong knowledge of electromechanical systems, IT troubleshooting, and remote diagnostic tools.
• Ability to manage multiple cases under time pressure and explain complex technical information clearly.

What helps delivery stay steady

Work closely with customers and field engineers to provide high-quality technical support that directly impacts patient care. If you enjoy problem-solving, clear communication, and working in a fast-paced environment, this is an excellent opportunity to make a real difference. Strong professional approach.

Practical details

• The newly created Remote Support Engineer position is a key role in delivering advanced technical support for Sysmex haematology, haemostasis, urinalysis, and point-of-care analyse.
• Based in our Customer Support Centre, you will leverage secure remote-access tools, log analysis, augmented reality guidance, and direct communication with laboratory staff to trou.
• Work model: Remote.