The newly created Remote Support Engineer plays a critical role in delivering advanced technical support for haematology, haemostasis, urinalysis and point-of-care analysers used across NHS and private laboratories. Working within the Customer Support Centre, you will troubleshoot, diagnose and resolve instrument issues using secure remote-access tools, log analysis, augmented-reality guidance, and direct communication with laboratory staff. This role focuses on resolving issues quickly, improving instrument uptime, and minimising the need for on-site visits. You will work closely with customers and field engineers to ensure accurate case handling and high-quality technical support. The position is well-suited to an engineer who enjoys problem-solving, communicating clearly, and working in a fast-paced environment where reliability directly impacts patient care. Key Tasks Delivery of first-line remote technical support for all our instruments.. Use remote connectivity tools (RDP, VNC, Augmented Reality) to investigate, diagnose and resolve issues independently. Guide and train users on correct usage, basic maintenance and safety procedures. Guide users through troubleshooting steps via phone / video calls and remote assistance tools. Operate within the scope of the specific instrument user manual and always ensure customer safety. Escalate unresolves cases to field service engineers or technical and product specialists. Identify parts ...