Job Description

Flysafair careers – Senior Systems Support Analyst

Senior Systems Support Analyst

Company: Flysafair careers

About the Role:
Flysafair is seeking an experienced Senior Systems Support Analyst to manage complex technical issues, drive system reliability, and mentor junior team members. This role is critical in ensuring efficient IT operations, proactive problem management, and compliance with service standards.

Key Responsibilities:

• Manage escalated incidents and complex service desk tickets, ensuring timely resolution within SLA requirements.
• Conduct root cause analysis on recurring or critical issues and recommend long-term solutions.
• Collaborate with vendors and internal technical teams to resolve technical challenges.
• Support change management processes during system upgrades, deployments, and integrations.
• Mentor Analysts by providing technical guidance, training, and onboarding support.
• Maintain and update knowledge base articles, troubleshooting guides, and technical documentation.
• Assist the Supervisor in monitoring SLA compliance and overall system performance.
• Analyse service desk data to identify trends, recurring issues, and improvement opportunities.
• Prepare reports on escalations, ticket volumes, and problem management outcomes.
• Recommend and implement process improvements to enhance support efficiency.
• Participate in testing and evaluating new tools, methods, and automation initiatives.
• Lead projects, system upgrades, and new rollouts across multiple sites and airports.
• Assist with compliance testing and documentation requirements.
• Procure necessary hardware and peripherals for system operations.
• Provide clear communication and updates to internal users regarding escalated issues.
• Liaise with vendors on technical escalations and feedback.
• Act as secondary support to the Supervisor during high-impact incidents or audits.

Job Requirements:

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

Personal Attributes:

• Professional, reliable, and high integrity.
• Collaborative team player with a proactive mindset.
• Adaptable, with a focus on continuous improvement.
• Strong technical troubleshooting and problem-solving capabilities.
• Analytical skills for root cause analysis and trend identification.
• Ability to mentor and guide junior colleagues.
• Excellent written and verbal communication skills.
• Customer-focused with strong attention to SLA adherence.

Application Guidelines:

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

FlySafair reserves the right to:

• Not proceed with this vacancy.
• Appoint candidates based on operational requirements.

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