FlySafair is South Africa’s leading low-cost carrier, recognized for its punctuality and high service standards within the aviation industry. Operating as a fast-paced and highly operational business, their IT department is the backbone that ensures flights, bookings, and ground operations run without tech-related delays. The company culture values professional integrity and dependability, offering employees the chance to work in a dynamic environment where IT directly impacts real-world travel and logistics.
Job Description
This role is centered on being the first line of defense for FlySafair’s internal systems. You will be responsible for managing service desk tickets, troubleshooting application performance, and ensuring that all system errors are resolved within strict Service Level Agreement (SLA) timeframes. Beyond daily fixes, you will perform routine preventative maintenance, assist with onsite project rollouts and upgrades, and maintain clear documentation for all resolutions. Because aviation is a 24/7 industry, this role requires a proactive mindset, a willingness to work overtime, and the ability to handle standby duties.
Career Advice
- Emphasize the “1 Year Experience”: This is a non-negotiable requirement. Ensure your CV clearly highlights your previous experience on a support desk, specifically mentioning the ticketing systems you have used (e.g., Jira, Zendesk, or ServiceNow).
- SLA Knowledge: Since the job mentions SLA targets multiple times, be prepared to talk about how you prioritize “High Priority” vs. “Low Priority” tickets to ensure the business stays operational.
- Aviation Context: Working for an airline means system downtime can ground planes. In your application, focus on your “reliability” and “dependability,” as these are the core personal attributes FlySafair is looking for.
- The Two-Week Rule: FlySafair has a strict feedback policy. If you haven’t heard back within two weeks of the January 30th closing date, it’s best to move on to the next application rather than waiting for a response.
Possible Interview Questions
“How do you prioritize your workload when you have multiple high-priority tickets arriving at the same time?” The interviewer wants to see your understanding of SLA management. Explain how you assess the impact of an issue (e.g., a system-wide outage vs. a single user’s login error) and how you communicate expected resolution times to users while you work.
“Can you walk us through a time you had to troubleshoot a complex application error?” Focus on your logical “Root Cause Analysis” process. Mention how you identified the problem, the steps you took to test solutions, and how you documented the final resolution to ensure it didn’t happen again.
“This role requires standby and overtime. How do you manage your work-life balance and ensure you are always ready for a call?” This is a test of your dependability. Emphasize your proactive mindset and your understanding that in the airline industry, technical support is critical at all hours. Confirm your commitment to the operational requirements of the role.
“What is your approach to communicating with a user who is frustrated because their system isn’t working?” FlySafair values professional communication. Explain that you remain calm, empathize with the user’s frustration, provide clear and non-technical updates on the progress, and offer basic guidance to prevent the issue from recurring.