Job Description

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.