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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Helpdesk Agent Level 2 - **Company:** MSX International - **Location:** Poissy, France - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Multiplexing, Microsoft Office, Signal Processing, Data Logging, Diagnostic Tools, Break Fix, Gsuite, Ishikawa - **Published:** July 3, 2026 - **Apply:** https://fr.indeed.com/viewjob?jk=af427ff867e29ae7 ## About the Role * Proven experience in automotive aftersales and advanced technical diagnostics within dealer or OEM environments. * Track record resolving complex, multi-system faults and guiding workshop teams through structured diagnostics. * Experience collaborating with engineering, quality, and supplier teams on field issues and corrective actions. * Background in creating technical guidance, training content, or knowledge base articles is a plus. Knowledge * Strong practical and theoretical understanding of modern automotive systems and diagnostics workflows. * Proficiency with OEM diagnostic platforms and procedures (e.g., Diagbox, wiTECH). * Ability to read and interpret electrical wiring diagrams and technical documentation. * Deep knowledge in chassis and body systems * Working knowledge of warranty processes, service quality KPIs, and dealer operations. * Good command of English; additional languages are an advantage. Technical Skills * Advanced diagnostics using Diagbox/wiTECH and related OEM tools; data logging, ECU interrogation, and fault tree analysis. * Electrical diagnosis: schematic interpretation, multimeter/oscilloscope measurements, signal analysis. * Software update and configuration procedures, including OTA readiness and rollback concepts. * Use of technical information systems, service portals, and case management tools. * Root cause analysis methodologies (e.g., 5-Why, Ishikawa) and structured troubleshooting. * Competent with MS Office/Google Workspace for reporting and technical documentation. Core Skills * Customer and cost sensitivity with a focus on first-time-fix and minimizing repeat repairs. * Excellent communication: ability to synthesize complex technical issues into clear, actionable guidance for workshop personnel. * Strong organizational skills and coordination across multiple stakeholders and concurrent cases. * Training and coaching mindset; capable of delivering concise, impactful technical sessions. * Autonomy and accountability in case ownership, with proactive follow-up until resolution. * Analytical thinking, problem solving, and attention to detail under time constraints. * Teamwork and collaboration in a cross-functional, international environment. ## Description The Level 2 Technical Assistant provides advanced technical support to dealer networks, acting as a subject-matter expert for complex diagnostic and repair issues. The role collaborates closely with Level 1 support, Technical Departments, Engineering, Quality, and suppliers to resolve escalations, reduce repeat repairs, and improve post-sales service quality. This position directly impacts customer satisfaction, service lead times, first-time-fix rates, and dealer efficiency. Key activities and responsibilities * Serve as the primary point of contact for Level 2 technical escalations from dealers and Level 1 support. * Diagnose complex vehicle issues using OEM diagnostic tools (e.g., Diagbox, wiTECH) and interpret electrical schematics to guide accurate repairs. * Provide expert guidance on one or more domains: chassis/body, telematics and multiplexing (including OTA updates), low-emission vehicles (LEV/PHEV), gasoline/diesel powertrains, and transmissions. * Coordinate with Engineering, Quality, and suppliers to validate root causes, define corrective actions, and contribute to field fixes and technical bulletins. * Analyze case trends to identify systemic issues; recommend preventive measures and knowledge base updates. * Support dealer workshops with structured troubleshooting steps, repair procedures, and parts recommendations to improve first-time-fix. * Create and deliver technical communications and training (remote and on-site) to elevate dealer technical capability. * Maintain accurate case documentation, including diagnostics performed, measurements, test results, and repair outcomes. * Monitor KPIs (case resolution time, repeat repair rate, customer satisfaction, warranty cost impact) and drive continuous improvement initiatives. * Ensure compliance with safety, quality standards, and OEM procedures during all support activities. * Collaborate cross-functionally to improve serviceability of new products and contribute feedback to product development. ## Related Videos - [Data Mining Accessibility](https://www.wearedevelopers.com/videos/802-data-mining-accessibility) - [Agile work at CARIAD – Creating a customer web application for controlling the vehicle ](https://www.wearedevelopers.com/videos/200-agile-work-at-cariad-creating-a-customer-web-application-for-controlling-the-vehicle) - [Fast, Confident, and Wrong: When AI Fails at Accessibility](https://www.wearedevelopers.com/videos/100030-fast-confident-and-wrong-when-ai-fails-at-accessibility) - [Car's are Technology on Wheels - Impact of Software and IT Competence in Automotive](https://www.wearedevelopers.com/videos/780-car-s-are-technology-on-wheels-impact-of-software-and-it-competence-in-automotive) - [On developing smartphones on wheels](https://www.wearedevelopers.com/videos/258-on-developing-smartphones-on-wheels) - [Designing for Every Direction: Logical CSS for Global, Adaptive, and Effortlessly Reversible UIs](https://www.wearedevelopers.com/videos/2026-designing-for-every-direction-logical-css-for-global-adaptive-and-effortlessly-reversible-uis) ## Related Articles - [How software is steering vehicle technology](https://www.wearedevelopers.com/magazine/515-how-software-is-steering-vehicle-technology) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)