Service Desk / IT Support (Punta Cana)

About the role

Join FL Technics as a Service Desk / IT Support specialist in Punta Cana. You will be the first point of contact for customers using the company’s MRO ERP system, handling incidents and requests through Jira Service Desk, email and other channels.

Key responsibilities

• Act as the initial contact for customers, responding to questions, incidents and requests.
• Investigate and troubleshoot functional and technical issues in the MRO ERP system, identifying root causes.
• Log, prioritize, track and follow up on tickets, escalating complex cases to Product and Development teams.
• Coordinate solutions with Development, Product, Implementation and other internal teams while keeping customers informed.
• Support user onboarding, account setup, access rights, permissions and basic system configuration.
• Maintain and improve knowledge‑base documentation.
• Participate in functional, regression, integration and exploratory testing of the product.
• Identify opportunities to improve the product and related processes.

Required profile

• Previous experience in Service Desk, Helpdesk, IT Support or Application Support (advantageous).
• Strong communication and customer‑service skills with good analytical and problem‑solving abilities.
• Basic understanding of system troubleshooting, user accounts, access and configuration.
• Interest in aviation, technology and ERP systems.
• Fluent English, both written and spoken, with a willingness to continuously learn.

Required skills

• Jira (including Jira Service Desk)
• Xray
• Postman
• APIs
• Browser Developer Tools

What we offer

• Exclusive experience in the aviation business industry.
• Access to internal training and courses.
• Supportive team environment focused on your success.
• Opportunities to grow technical and product knowledge.
• Work with an innovative MRO ERP product and contribute to improving customer experience.
• Competitive salary range, final offer based on experience and competencies.