Senior Service Ops Engineer - Hybrid IT Automation

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

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.