Full timeTechnology

Customer IT Support Desk Agent

AcronaviationWhiteley🇬🇧United Kingdom

Quick overview

SeniorityMid Senior

Employment typeFull Time

Work modeOn Site

LocationWhiteley, United Kingdom

DockerSQLHTMLTCP/IPCSSBashDNSPowerShellPythonjQueryKubernetesJavaScriptData AnalysisLinux

Job description

Product Line Overview (Flight Data Intelligence):

Acron Aviation’s Flight Data Intelligence (FDI) organization provides advanced flight data analytics, safety insights, and operational intelligence solutions to aircraft operators worldwide. Through a combination of aviation expertise, data science, and cloud-based technology, FDI helps customers improve safety, compliance, operational efficiency, and fleet performance. Our teams work closely with airlines, operators, OEMs, and regulators to transform aviation data into actionable intelligence that supports safer skies and better operational outcomes.

Job Title

Customer IT Support Desk Agent – Flight Data Intelligence

Position Summary

Acron Aviation Analytics is seeking a proactive and customer-oriented IT Support Desk Agent to deliver high-quality customer-facing Tier 1 and Tier 2 technical support across our global flight data analysis operations.

This role involves managing and administering user profiles, responding to service requests, and ensuring reliable IT performance across web-based flight analysis platforms and enterprise tools, both on-premises and in cloud environments. The ideal candidate combines technical expertise with strong communication and customer service skills to maintain operational excellence in a fast-paced aviation environment while supporting customers in improving 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 operational 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 aviation IT systems
Record incidents, resolutions, and change requests within the IT service management system
Keep customers informed on the progress of requests through professional and effective communication
Collaborate with other IT teams to improve processes, reduce downtime, and enhance user satisfaction
Compile timely, comprehensive, and accurate documentation and reports
Manage multiple priorities while maintaining composure and service quality

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience
2–3 years of experience in IT support, helpdesk, or customer-facing technical roles
Proficiency with Windows, UNIX, and Linux operating systems
Experience supporting web-based applications and enterprise IT environments
Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN technologies
Good understanding of cybersecurity and data protection principles
Experience working with databases and SQL
Experience working within Docker and Kubernetes environments
Experience supporting cloud-based technologies
Strong problem-solving ability and customer service mindset
Excellent verbal and written communication skills

Preferred Additional Skills

Familiarity with scripting languages such as PowerShell, Bash, or Python
Familiarity with front-end technologies, including JavaScript, jQuery, HTML, and CSS
Experience supporting SaaS platforms and cloud-hosted applications
Knowledge of aviation systems, flight data analytics platforms, or aviation software environments

Why Join Acron Aviation

Be part of a leading aviation technology environment where IT performance directly supports flight safety and operational excellence
Work with diverse technologies and mission-critical systems supporting global aviation customers
Opportunities for growth in IT systems administration, cybersecurity, cloud technologies, and aviation software
Collaborative and supportive culture focused on service excellence and continuous improvement

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