Service Desk Agent (Sensus Aero). Vilnius, Lithuania

About Sensus MRO

Sensus MRO is a web-based ERP platform built for independent aviation MRO (Maintenance, Repair & Overhaul) organizations. Designed by aviation experts, it helps MRO companies manage complex workflows — from quoting and work orders to parts logistics, planning, and regulatory compliance. Our product is trusted by MRO clients across multiple geographies and is actively evolving toward a modern, scalable architecture.

About the Role

We are looking for a proactive and service-minded Service Desk Agent to support customers using our specialized MRO ERP system for the aviation industry.

You will be the first point of contact for customers – helping with daily questions, investigating reported issues, coordinating solutions with internal teams, and keeping customers informed.

This is more than a traditional Service Desk role. You will gradually build strong product knowledge, participate in testing, and learn how aviation business processes work.

Main Responsibilities

• Handle customer questions, incidents, and requests via Jira Service Desk and other communication channels.
• Investigate and reproduce reported issues to understand the root cause.
• Resolve requests independently where possible and escalate complex issues to Product or Development teams.
• Track tickets from initial report through to resolution and keep customers updated.
• Support user accounts, access rights, permissions, and basic system configuration.
• Test new features, improvements, and bug fixes.
• Document issues clearly and contribute to the knowledge base.
• Identify recurring problems and suggest product or process improvements.

What We Are Looking For

• Experience in Service Desk, Helpdesk, IT/Application Support, or a similar role is an advantage.
• Strong communication and customer service skills.
• Analytical mindset and good problem-solving skills.
• Curiosity to understand why something happened, not simply forward the issue.
• Interest in software, ERP systems, and aviation.
• Good written and spoken English.
• Ability to manage multiple requests and priorities.
• Willingness to learn and gradually become a product expert.

Experience with Jira, software testing, Xray, Postman, APIs, or browser Developer Tools is an advantage but not mandatory.

What We Offer

You will work directly with customers, Product, Development, and Implementation teams while gaining hands-on experience with a complex aviation ERP system.

The role combines customer support, problem-solving, product investigation, and testing, with opportunities to grow further into technical, product, or implementation areas.

Working at Sensus Aero:

• Exclusive experience to the aviation business industry.
• Flexible working hours to promote work-life balance.
• Additional private health and accident insurance.
• Discount system with partnering companies.
• Access to internal training and courses.
• Supporting and cheering for your success team.
• Competitive salary range, final offer will be proposed based on your experience and competencies.