Senior Service Operations Engineer

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

Job summary

Advania UK is recruiting a Senior Service Operations Engineer to own and enhance managed IT service operations. You will resolve complex incidents, maintain monitoring platforms, and drive automation to improve service delivery for SME clients.

In this hybrid role, you will act as a senior technical escalation point, collaborating with teams to ensure secure, reliable IT environments and clear customer communications.

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.
• 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.

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 elevate 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

Troubleshooting

PowerShell scripting

Documentation

Communication skills

Mentoring

Team collaboration

Education

ITIL Foundation

Microsoft certifications

Tools

ConnectWise PSA

NinjaOne RMM

N-able

Pax8

Job description

Senior Service Operations Engineer

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

for the list of benefits.

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.

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 elevate 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.

#LI - Hybrid