Helpdesk Engineer- Techline Agents

MSX International; Colchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading automotive services provider in Colchester is seeking an automotive professional to provide technical support and diagnostic assistance. The role involves resolving technical cases and improving service effectiveness for dealers and technicians. Candidates should have a background as a Senior or Master Technician, and strong communication and problem-solving skills are essential. Enjoy benefits like annual leave and health care. This position is crucial for ensuring customer satisfaction and operational excellence.

Benefits

25 days annual leave

Cash back health care scheme

Life Assurance

Qualifications

• Experience as an automotive professional with dealer workshop background.
• Customer service experience.
• Technical background at Senior or Master Technician level.

Responsibilities

• Provide parts, technical, and diagnostic support to users.
• Deliver diagnostic assistance primarily through ticketing system and phone.
• Guide dealers through repair processes and ensure case documentation.
• Resolve complex technical issues with dealer technicians.

Skills

Strong knowledge of vehicle mechanical, electrical, and electronic systems

Proficiency in diagnostic procedures and fault code interpretation using OEM tools

Collaboration and teamwork

Customer orientation with a service mindset

Analytical problem solving

Clear communication

Tools

OEM diagnostic tools

Measurement tools (multimeter, oscilloscope)

Ticketing systems

Job description

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.

With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

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.

Additional Information

In joining MSX, you can enjoy:

• 25 days annual leave per year
• Cash back health care scheme
• Life Assurance

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.