Flight Data IT Support Desk Agent (Tier 1/2)

Acron Aviation; Whiteley; On-site; GBP 26,000 - 38,000; Full time

Job summary

Acron Aviation is seeking a proactive Customer IT Support Desk Agent to deliver Tier 1 and 2 support across our Flight Data Intelligence platforms. You will manage user profiles, respond to requests, and ensure reliable performance of web-based and enterprise tools in cloud and on-prem environments.

The ideal candidate has a IT degree or equivalent experience, 2–3 years in IT support, solid networking knowledge, and experience with Docker/Kubernetes, Windows/UNIX/Linux, and cloud technologies.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent experience.
• 2–3 years of 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 networking fundamentals including TCP/IP, DNS, DHCP, VPN.
• Good understanding of cybersecurity and data protection principles.
• Experience with databases and SQL.
• Experience with Docker and Kubernetes environments.
• Experience supporting cloud-based technologies.
• Strong problem-solving ability and customer service mindset.
• Excellent verbal and written communication skills.

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 elevate 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.

Job description

Acron Aviation is seeking a proactive Customer IT Support Desk Agent to deliver Tier 1 and 2 support across our Flight Data Intelligence platforms. You will manage user profiles, respond to requests, and ensure reliable performance of web-based and enterprise tools in cloud and on-prem environments.

The ideal candidate has a IT degree or equivalent experience, 2–3 years in IT support, solid networking knowledge, and experience with Docker/Kubernetes, Windows/UNIX/Linux, and cloud technologies.