Helpdesk Engineer- BO Agent, Green Talent in Colchester

Helpdesk Engineer- BO Agent, Green Talent

At MSX we exist to empower movers and makers to thrive in an ever-changing world, by harnessing our expertise and creativity to deliver an exceptional service powered by technology and innovative solutions. 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.

Responsibilities

• 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

Education

• Technical high school or vocational training in automotive technology, Mechatronics, Electronic Engineering.

Experience

• Internship or apprenticeship in car dealership, repair shop or IT support centre.

Technical Skills

• Basic knowledge of Vehicle systems (engine, transmission, suspension), electrical circuits and sensors.
• Familiarity with Microsoft Office (especially Excel and Outlook), internet-based research.
• Reading service manuals or repair instructions, complex technical manuals / parts catalogues, etc.
• Basic CAD or simulation software exposure.
• Basic understanding of wiring diagram / technical drawing.

Core Skills

• Curious and eager to learn.
• Detail-oriented and organized.
• Personal projects with fixing/modifying cars, bikes, electronics, part of online forums, etc.
• Willingness to ask questions and learn from feedback.
• Patience and clarity in explaining technical issues.

Additional Information

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

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Automotive

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.