Helpdesk Engineer- Techline Agents

Purpose of the role:
Provide parts, technical, and diagnostic support, as well as related repairs to various users, ensuring prompt resolution of technical cases and minimizing repeat repairs. Deliver diagnostic assistance, technical information, and recommendations—primarily through the ticketing system, but also by phone—to Dealers, Approved Repairers, and Independent Operators, supporting them in resolving issues and achieving a “fix-it-right-the-first-time” approach.

* Provide technical support across various systems, focusing on parts and diagnostics and root cause analysis.

* Guide dealers through repair processes and ensure accurate case documentation.

* Research technical documentation, manuals, and resolution databases to support problem-solving.

* Collaborate with dealer technicians and internal agents to resolve complex technical issues.

* Monitor and manage backlog by following up on open cases.

* Ensure thorough analysis and complete information before escalating or reassigning cases.

* Support retailer staff by identifying educational needs and filling competence gaps.

* Build strong relationships with retailers and workshop teams to improve service effectiveness.

* Contribute to customer satisfaction by delivering high-quality diagnostic and repair support.

Qualifications

Experience:

* An automotive professional with a technical background Dealer workshop experience to Senior or Master Technician level Customer service experience.

Technical

Skills:

* Strong knowledge of vehicle mechanical, electrical, and electronic systems.

* Proficiency in diagnostic procedures and fault code interpretation using OEM tools.

* Experience with CAN bus communications, ECUs, sensors/actuators, and control modules.

* Skilled in using measurement tools (multimeter, oscilloscope, clamp meter) and interpreting results.

* Competence with ticketing systems for case logging, triage, and resolution tracking.

* Basic understanding of networking concepts to support remote diagnostics and assistance.

* Strong technical documentation and feedback skills for continuous product/process improvement.

Core

Skills:

* Customer orientation with a service mindset toward Dealers/Approved Repairers and Independent Operators.

* Clear, concise communication—able to translate complex technical issues for different audiences.

* Analytical problem solving and root-cause analysis; “fix-it-right-first-time” focus.

* Collaboration and teamwork across technical support, quality, and engineering stakeholders.

* · Flexibility and adaptability to evolving tools, processes, and regional market requirements.

In joining MSX, you can enjoy:

* 25 days annual leave per year

* Cash back health care scheme

* Life Assurance

You can learn more about MSX International on our website: MSX International