Service Operations Second Line Engineer

Advania UK; Cape Town; Hybrid; ZAR 290,000 - 335,000; Full time

Benefits offered by this job

Hybrid work policy

Job summary

Advania Group in Cape Town is seeking a driven Second Line Service Operations Engineer to support a range of technologies, with a strong emphasis on automation and continuous improvement. You will resolve issues in security, backup, and infrastructure while contributing to automation workflow design.

The role offers a hybrid working policy, with a budgeted monthly salary between 26,000 and 30,000 ZAR depending on experience.

Qualifications

• 2+ years of 2nd/3rd line SME support experience.
• Microsoft 365 and Azure certifications are valued.
• Certifications or training in Microsoft, networking, security, Datto, N-able or automation are beneficial.
• Strong IT security, endpoint protection, backup and disaster recovery knowledge.
• PowerShell or scripting skills are advantageous for automation.

Responsibilities

• Provide second-line technical support for incidents and service requests across Microsoft 365, Windows Server, networking, and endpoint protection.
• Troubleshoot issues like Datto BCDR, Datto SaaS, SentinelOne, Usecure, and Windows Defender; configure patches and compliance.
• Develop, test, and deploy automation workflows to reduce manual work and improve consistency.
• Maintain RMM tools (Datto, N-able) including scripting, alerting, and policy management.
• Document technical operations, produce client-facing reports, and meet defined SLAs.
• Mentor junior engineers and collaborate with senior engineers to automate repetitive tasks.

Skills

2nd/3rd line support

PowerShell scripting

Automation concepts

Education

Microsoft 365 Certified

Azure certifications

Tools

Datto BCDR

Datto SaaS

SentinelOne

Usecure

Clip Training

Windows Defender

Job description

Position Overview

We are seeking a driven and technically skilled Second Line Support Engineer to join our Service Operations team. This role is perfect for someone who thrives in a dynamic support environment and is passionate about automation and continuous improvement. You will play a key role in resolving technical issues, supporting critical infrastructure and security tools, and contributing to the design and implementation of automation workflows that enhance service delivery and operational efficiency.

Second Line Service Operations Engineer

We are seeking a driven and technically skilled Second Line Support Engineer to join our Service Operations team. This role is perfect for someone who thrives in a dynamic support environment and is passionate about automation and continuous improvement. You will play a key role in resolving technical issues, supporting critical infrastructure and security tools, and contributing to the design and implementation of automation workflows that enhance service delivery and operational efficiency. This is an excellent opportunity for someone looking to deepen their technical expertise while also developing automation skills that will shape the future of IT service operations.

Salary & Benefits

The budgeted salary for this role is between 26,000 ZAR - 30,000 ZAR a month, depending on experience.

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

• Provide second-line technical support for incidents and service requests across a broad range of technologies, including Microsoft 365, Windows Server, networking, and endpoint protection.
• Troubleshoot and resolve issues related:
• Datto BCDR
• KeepIT SaaS
• Datto SaaS
• SentinelOne
• Usecure
• Clip Training
• Windows Defender
• Patch management and compliance
• Conduct monthly Disaster Recovery (DR) tests for clients and produce clear, professional documentation of the results.
• Support the development, testing, and deployment of automation workflows to reduce manual effort and improve consistency.
• Stay current with emerging trends in automation and proactively identify opportunities to streamline operations.
• Apply a creative mindset to identify and automate processes that are traditionally considered non-automatable.
• Maintain and support RMM tools such as Datto or N‑able, including scripting, alert configuration, and policy management.
• Collaborate with your senior engineer to identify repetitive tasks and assist in building solutions using platforms like Rewst.
• Build and manage patching and automation schedules to ensure device compliance with Cyber Essentials Plus (CE+) standards.
• Create and maintain accurate technical documentation, internal knowledge base articles, and client‑facing reports.
• Work within defined SLAs for both internal and external stakeholders, escalating issues where appropriate and maintaining clear communication throughout.
• Mentor and support engineers, contributing to a culture of learning, collaboration, and continuous improvement.

Qualification And Experience

• 24 months’+ experience as a 2nd or 3rd line technical engineer supporting SME’s.
• Microsoft certifications such as Microsoft 365 Certified or Azure certifications.
• Certifications or training relating to Microsoft, networking, security, Datto, N‑able, or automation technologies would be beneficial.
• Good understanding of IT security, endpoint protection, backup and disaster recovery, networking, and patch management.
• Strong PowerShell or scripting skills would be advantageous, particularly for automation and RMM activities.
• Strong troubleshooting and problem-solving skills with the ability to investigate issues independently.
• Excellent written and verbal communication skills, with the ability to communicate technical information clearly to both technical and non-technical stakeholders.
• A proactive mindset with an interest in automation, continuous improvement, and emerging technologies.
• Strong teamwork skills with the ability to mentor colleagues and share technical knowledge.

About Us

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.

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.