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.
- 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).
- 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.
- Company
- Acron Aviation
- Location
- Whiteley, Hampshire, UK
- Posted
- Company
- Acron Aviation
- Location
- Whiteley, Hampshire, UK
- Posted