Customer IT Support Desk Agent
Join to apply for the Customer IT Support Desk Agent role at Acron Aviation
Overview
Acron Aviation Analytics, a leading provider of aviation data analytics services to aircraft operators worldwide, is seeking a proactive and customer-oriented IT Support Desk Agent to deliver high-quality customer-facing Tier 1 & 2 technical support across our global flight data analysis operations. This role will involve managing and administering user profiles, responding to service requests, and ensuring reliable IT performance across web-based flight analysis platforms and enterprise tools hosted on-premises and in AWS Cloud. The ideal candidate combines technical expertise with strong communication and customer service skills to maintain operational excellence in a fast-paced aviation environment, supporting our customers in improvements to aviation safety.
Key Responsibilities
* Serve as the first point of contact for IT-related queries and service requests via phone, email, chat, or ticketing systems.
* Administer user profiles, permissions, and access rights across Windows, UNIX, and Linux environments.
* Provide customer-facing technical support for aviation-related applications, flight data systems, and maintenance management tools.
* Troubleshoot and resolve issues related to hardware, software, and networks, ensuring minimal disruption to operational teams.
* Support web-based business and operations applications, including secure portals and flight tracking systems.
* Assist in basic network troubleshooting and escalates complex connectivity issues as required.
* Promote and enforce cybersecurity and data protection standards across all aviation IT systems.
* Record incidents, resolutions, and change requests in the IT service management system to maintain service quality.
* Keep internal and external customers informed on the progress of their requests with professionalism and clear communication.
* Collaborate with other IT teams to improve processes, reduce downtime, and enhance user satisfaction.
* Compile timely, comprehensive, and accurate documentation and/or reports as requested.
* Multi-task and transition from one task to another without loss of efficiency or composure.
Essential Functions And Qualifications
* Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
* 2–3 years of experience in IT support, helpdesk, or customer-facing technical roles.
* Proficiency in Windows, UNIX, and Linux operating systems.
* Experience with web-based applications and enterprise IT.
* Strong working understanding of network fundamentals (TCP/IP, DNS, DHCP, VPNs).
* Good working knowledge of cybersecurity and data protection principles.
* An understanding of databases and SQL.
* Working within Docker / Kubernetes environments.
* Experience with cloud technologies.
* A mature, proactive, and responsible approach to work, with initiative and problem-solving capability.
* Excellent communication skills, both written and oral.
* Familiarity with scripting languages such as PowerShell, Bash, or Python (desirable).
* Familiarity with front-end technologies such as JavaScript, jQuery, HTML and CSS (desirable).
Why Join Acron Aviation
* Be part of a leading aviation technology environment where IT performance directly supports flight safety and efficiency.
* Work with diverse technologies and mission-critical systems across international aviation operations.
* Opportunities for career advancement in IT systems administration, cybersecurity, and aviation technology.
* Collaborative and supportive team culture focused on service excellence and continuous improvement.
Please note: All candidates who wish to be considered for this vacancy must have the right to work in the UK.
#J-18808-Ljbffr