Remote Support Engineer – Night Shift

Location: Warrington

Contract: Full-time, Shift-based (Night Shift)
Department: Connected Services / Remote Support

Mission

As an Engineer II, Digital Services Remote Operations within the Connected Services Hub, you will enhance customer electrical and building system performance through remote monitoring, technical support, and data-driven insights.

Your mission is to optimise system reliability, efficiency, and uptime by proactively analysing connected assets and delivering effective remote solutions.

Key Responsibilities

Remote Technical Support


* Provide 1st and 2nd line remote support for BMS, HVAC, security systems, door access, UPS, and power monitoring solutions.


* Diagnose faults remotely through alarm analysis, logs, and system interrogation, delivering effective resolutions.


* Monitor asset health and interpret alarms/events from connected systems, applying corrective actions.


* Support software upgrades, remote configurations, and troubleshooting activities.

Proactive Monitoring & Data Analysis


* Perform proactive system monitoring using digital tools to identify risks and optimise performance.


* Conduct predictive analysis and transform data into actionable insights for customers.


* Generate reports, escalate alarms, and provide performance recommendations.

Customer Interaction & Service Delivery


* Deliver high levels of customer satisfaction through clear communication and timely resolution.


* Provide remote consultation, including site analysis, benchmarking, and recommendations.


* Support both contract and ad-hoc customers as required.

Collaboration & Operations


* Liaise with Field Service Representatives for on-site interventions.


* Work with cross-functional teams including technical experts, sales, and customer care teams.


* Maintain accurate documentation and records of all activities.


* Support onboarding, training, and mentoring of team members.


* Operate independently during night shifts while adhering to procedures and service standards.

Skills and Attributes


* Strong technical troubleshooting and analytical skills.


* Ability to interpret complex data and provide practical solutions.


* Excellent communication skills with the ability to explain technical issues clearly.


* Capable of prioritising tasks and working in a fast-paced 24/7 environment.


* Ability to work independently and make decisions during night operations.


* Strong IT literacy and familiarity with remote monitoring tools.

Technical Background (Desirable)


* Knowledge of Schneider Electric technologies, BMS, HVAC, or electrical systems.


* Experience in remote technical support or field service engineering.


* Understanding of IoT, digital services, or data centre environments.

Education / Qualifications


* Degree in IT, Software Engineering, Computer Engineering, Information Systems, or equivalent.


* ONC, City & Guilds, ...