Senior IT Service Operations Engineer | Hybrid & Automation

Advania Group; Cape Town; Hybrid; ZAR 435,000 - 446,000; Full time

Job summary

Advania Group is seeking a skilled 2nd/3rd line support specialist to own incidents end-to-end, manage monitoring alerts, and provide senior technical escalation support. The role covers Microsoft server/Desktop environments, Active Directory, Group Policy, and Microsoft 365, with strong emphasis on security, backups, and networked services.

You will work in a hybrid setup, collaborating across teams to maintain SLAs, advance automation, and deliver reliable IT services to SME clients in a

Qualifications

• Minimum 24 months’ experience in a 2nd or 3rd line support role, ideally within an MSP supporting SME customers.
• Strong troubleshooting skills with the ability to own incidents through to resolution.
• Solid knowledge of Microsoft server and desktop OS, Active Directory, Group Policy, Microsoft 365 and IT security principles.
• Experience with server hardware/software, virtualisation platforms such as Hyper‑V or VMware, and backup solutions.

Responsibilities

• Manage incidents, service requests and monitoring alerts to agreed service levels.
• Take end-to-end ownership of technical issues, troubleshoot effectively, communicate progress clearly, and escalade risks when needed.
• Support core technologies including Microsoft server and desktop environments, Active Directory, Group Policy, Microsoft 365, networking, backup, security and remote monitoring tools.
• Carry out patching, monitoring, alert management and routine system maintenance.
• Maintain clear internal and customer-facing documentation, including technical notes, reports, recommendations and change controls.
• Assess technical and business risk, follow approved processes, and protect customer systems and data.
• Contribute to service improvement through automation, scripting, monitoring refinement, recurring issue fixes or process improvements.
• Share knowledge, support colleagues and act as a senior technical team member.

Skills

2nd/3rd line support

PowerShell

Active Directory

Microsoft 365

Networking basics

Documentation

Education

Nil

Tools

ConnectWise PSA

NinjaOne RMM

N‑able

Pax8

Hyper-V

VMware

Job description

Advania Group is seeking a skilled 2nd/3rd line support specialist to own incidents end-to-end, manage monitoring alerts, and provide senior technical escalation support. The role covers Microsoft server/Desktop environments, Active Directory, Group Policy, and Microsoft 365, with strong emphasis on security, backups, and networked services.

You will work in a hybrid setup, collaborating across teams to maintain SLAs, advance automation, and deliver reliable IT services to SME clients in a