Senior Service Operations Engineer

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

Position Overview

The role focuses on owning and improving managed IT service operations by resolving complex incidents, maintaining monitoring and management platforms, automating support processes, and serving as a senior technical escalation point to ensure reliable, secure, and customer-focused service delivery.

Salary & Benefits

The budgeted salary for this role is between 39,000 ZAR - 40,000 ZAR

Hybrid working

We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

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.

What Success Looks Like

• Completing all required induction, compliance, security and role-specific training on time.
• Building a strong understanding of customers, service processes, escalation routes, documentation standards and service platforms.
• Independently handling workload effectively while maintaining accurate records and meeting SLAs.
• Providing reliable technical support across core infrastructure and managed service technologies.
• Delivering at least one practical improvement to service delivery.

Qualifications & Experience

• 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.
• Good understanding of networking technologies including VLANs, DHCP, DNS, VPNs, firewalls, wireless, RADIUS, intrusion detection and endpoint security.
• Experience with RMM tools, alerting, agent deployment, remote access and patch management.
• Ability to use PowerShell or similar scripting tools for automation and repetitive service tasks.
• Strong documentation, reporting and change control skills.
• Excellent communication skills, with the ability to explain technical issues to both technical and non-technical audiences.
• Ability to mentor colleagues, act as an escalation point, and work proactively in a collaborative team.

Desirable

• ITIL Foundation and relevant Microsoft certifications.
• Experience with platforms such as ConnectWise PSA, NinjaOne RMM, N‑able and Pax8.

About Us

We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

We are the tech company with people at heart.

Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.