Customer IT Support Desk Agent

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.

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.

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

Requirements

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

Nice to have

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

Benefits

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