Customer IT Support Desk Agent

About Acron Aviation
Acron Aviation is an agile commercial aviation partner with a long heritage of providing established, industry-certified solutions, as well as future-focused, data-driven innovations. With customers across the globe our employees are committed to the company mission of innovating to create safer skies. For more information visit acronaviation.com
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 customer in improvements in 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 escalate 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 change 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.