Technical Support Engineer Associate

Job Description

Technical Support Engineer Associate –

Key accountabilities:
The Technical Support Engineer Associate provides technical support to MSX International users for a wide range of computer-related issues ranging from client device issues and requests to Enterprise Application issues. You are expected to actively partner with team members, regional stakeholders, and local markets, playing a key role in delivering technical support from the Shared Service Centre. You will receive incoming calls and requests from users, and will be responsible for troubleshooting, analysing and resolving user problems.

Key activities and responsibilities:

• Receive incoming calls and requests regarding problems with desktop functionality, network connectivity and application support.
• Actively listen to user problems - analysing, troubleshooting and identifying issues.
• Run queries and tests to identify root causes of system errors.
• Conduct research to identify known and emerging issues, and write appropriate documentation for workarounds and fixes and publish to the SSC Knowledge Base
• Recommend solutions to users to resolve their problem, help them implement the solution and confirm that problem has been resolved.
• Update knowledge base with process changes and / or recommended solution.
• In case problem cannot be resolved, escalate to the appropriate Team.
• Plan and participate in Knowledge Transfer for services / system enhancements.
• Proactively identify service improvement actions

ABOUT THE INDIVIDUAL

Ideal Education / Specific Qualifications/ Certifications

• Mandatory Certifications:
  • ITIL V3 Foundation Certification – IT Service Management required
  • CompTIA A+ 2019
  • Microsoft 365 Fundamentals
• Optional Certifications:
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Microsoft 365 Certified: Teams Administrator Associate
  • Microsoft 365 Certified: Security Administrator Associate

Qualifications

Ideal Experience, Knowledge & Skills (What abilities should they have?)

• Experience of using Microsoft Windows Operating Systems
• Proven experience 3-5 years of using Microsoft Productivity Tools : O365, Azure Identity, Sharepoint
• Experience of other technologies (Tableau , Microsoft Power BI , Liferay) would be advantageous.

Additional Information

At MSX we Value:

1. Getting it done
2. Proving our words with our actions
3. Creating a better tomorrow for our clients, every single day
4. Fearlessly exploring new roads
5. Delivering on our commitments
6. Being exceptional teammates

We expect everyone at MSX to:

• Be decisive, solutions oriented and results focused
• Hold themselves and others accountable to commitments
• Focus on delivering great outcomes for their internal or external customers, and can respectfully and constructively challenge key stakeholders to consider better solutions
• Overcome challenges with positivity and creativity
• Be adaptable and open to change, and motivated to explore new and improved ways of working

MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.