Technical Support Engineer

Frossell Recruitment
Milton Keynes, United Kingdom
2 days ago
£37,500 pa

Salary

£37,500 pa

Job Type
Permanent
Work Pattern
Full-time
Work Location
On-site
Seniority
Mid
Education
A-level
Posted
29 May 2026 (2 days ago)

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

Reports to: Customer Support Centre Manager

About the Role:

We are seeking a highly capableRemote 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.

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, ISO27001, ISO9001, Cyber Essentials).
  • Stay up to date with cyber-security best practice and mandatory company training.

Skills & Attributes

  • Excellent communication (verbal and written)
  • Strong organisation and time-management abilities
  • Methodical, precise and detail-driven
  • Confident decision-maker
  • Collaborative team player
  • Highly self-motivated and proactive
  • Innovative and eager to improve processes
  • Strong customer-service mindset

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.
  • Experience with laboratory analysers or workflows.
  • Familiarity with augmented-reality support tools.
  • Experience delivering customer technical training.
  • Knowledge of Microsoft Dynamics or similar CRM/ERP systems.
  • Interest in emerging technologies and continuous learning.

Related Jobs

View all jobs

Technical Support Engineer , GBR)

CrowdStrike United Kingdom
Remote

Technical Support Engineer - Cloud , GBR)

CrowdStrike United Kingdom
Remote

Senior Technical Support Engineer - Focused Services

Palo Alto Networks London, United Kingdom
Hybrid Clearance Required

Sr. Technical Support Engineer, Focused Services

Palo Alto Networks United Kingdom
Remote Clearance Required

2nd Line Support Engineer

Technical Prospects Ltd Halifax, HX1 1TH, United Kingdom
£28,000 – £32,000 pa On-site

IT Support Engineer

Adria Solutions Macclesfield, United Kingdom
£35,000 – £40,000 pa Hybrid

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Where to Advertise Cyber Security Jobs in the UK (2026 Guide)

Where to advertise cyber security jobs UK in 2026: the specialist boards, communities and channels that reach offensive, defensive and GRC security talent. The candidate pool is small, heavily vetted and in high demand across government, financial services, critical national infrastructure and the private sector simultaneously. Many of the strongest candidates hold active security clearances, are not actively job-searching through general platforms, and move primarily through specialist networks and trusted referrals. General job boards reach a broad audience but lack the specificity that security professionals expect. Specialist platforms, government-affiliated channels and cleared candidate networks each serve a different part of the market. This guide, published by CybersecurityJobs.tech, covers where to advertise cyber security roles in the UK in 2026, how the main platforms compare, what employers should expect to pay, and what the data says about hiring across different role types.

Cyber Security Jobs UK 2026: What to Expect Over the Next 3 Years

Cyber Security Jobs UK 2026: roles, salaries and the threat intelligence, cloud security and zero-trust hiring trends shaping UK cyber careers. Cyber security is one of the few sectors where demand for talent has never once dipped. Every major technological shift of the past decade — cloud migration, remote working, AI adoption, the proliferation of connected devices — has expanded the attack surface that security professionals are expected to defend. And every expansion of that attack surface has generated more jobs. But the cyber security jobs market of 2026 is not simply a larger version of what it was three years ago. It is a structurally different market. The threats have evolved, the technologies used to combat them have changed, the regulatory environment has tightened considerably, and the roles being created reflect all of that. A job seeker who understands only the cyber security landscape of 2023 is already working with an outdated map. The candidates who will thrive over the next three years are those who understand where the sector is heading — which specialisms are attracting the most investment, which technologies are reshaping defensive and offensive security practice, and how the definition of a cyber security professional is broadening well beyond the traditional image of a network defender in a SOC. This article breaks down what the UK cyber security jobs market is likely to look like through to 2028 — covering the titles emerging right now, the technologies driving employer demand, the skills that will matter most, and how to position your career ahead of the curve.