Job Description

Flysafair careers – Senior Systems Support Analyst

Senior Systems Support Analyst

Company: FlySafair Careers

About the Role

The Senior Systems Support Analyst is responsible for providing advanced technical support, managing complex incidents, driving system improvements, and ensuring optimal performance of IT services in alignment with operational and SLA requirements.

Key Responsibilities

• Manage and resolve escalated incidents and complex service desk tickets within agreed SLAs.
• Perform root cause analysis on recurring or critical system issues and implement long-term solutions.
• Collaborate with internal technical teams and external vendors to ensure effective problem resolution.
• Support change management processes during system upgrades, deployments, and integrations.
• Provide technical mentorship and guidance to Analysts and junior team members.
• Share best practices, contribute to training initiatives, and support onboarding processes.
• Maintain and update knowledge base articles, technical documentation, and troubleshooting guides.
• Assist in monitoring SLA compliance and system performance metrics.
• Analyse service desk data to identify trends, recurring incidents, and improvement opportunities.
• Prepare detailed reports on escalations, ticket volumes, and problem management outcomes.
• Recommend and implement process enhancements to improve efficiency and service delivery.
• Participate in testing, evaluation, and implementation of new tools, automation, and system improvements.
• Contribute to proactive initiatives aimed at reducing incidents and minimizing system downtime.
• Lead and support projects, system upgrades, rollouts, and airport implementations.
• Assist with compliance testing, documentation, and related activities.
• Procure required hardware and peripherals to support operational needs.
• Provide clear communication and regular updates to internal stakeholders regarding escalated issues.
• Liaise with vendors on technical escalations and performance feedback.
• Act as secondary support to the Supervisor during high-impact incidents, audits, or critical events.

Job Requirements

• Grade 12 or equivalent (Essential).
• Diploma in Information Technology, Computer Science, or related field (Advantageous).
• Minimum of 3 years’ IT or Systems Support experience (Essential).
• Proven experience handling escalated or complex technical issues (Essential).
• Exposure to SLA monitoring, reporting tools, and ITIL practices (Essential).
• Experience mentoring or coaching junior staff (Advantageous).
• Willingness to work overtime and standby as required.
• Strong understanding of service desk operations and SLA management principles.

Personal Attributes

• Professional with high integrity.
• Reliable, dependable, and accountable.
• Collaborative team player with a proactive mindset.
• Adaptable and committed to continuous improvement.
• Strong technical troubleshooting and problem-solving skills.
• Analytical ability for root cause analysis and trend identification.
• Capable of guiding and mentoring junior colleagues.
• Excellent written and verbal communication skills.
• Customer-focused with strong attention to SLA compliance.

Application Guidelines

• Email applications will not be accepted.
• Preference will be given to members of under-represented designated groups.
• If no feedback is received within two weeks after the closing date, please consider your application unsuccessful.

FlySafair reserves the right to:

• Decide not to proceed with this vacancy.
• Appoint candidates in accordance with operational requirements.

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