Support Services Engineer - 2nd Line

Advania Group; Cape Town; Hybrid; ZAR 246,000 - 312,000; Full time

Job summary

Advania Group is seeking a 2nd Line IT Support Engineer to tackle complex incidents for UK-based clients. You will own issues, assist users and peers, and grow Microsoft-focused skills in a modern environment.

The role offers hybrid working with weekly in-office collaboration at Century City, Cape Town, and an adjustable schedule. Salary ranges from R22,000 to R28,000 gross per month, depending on experience.

Qualifications

• 2nd Line experience: at least two years in a similar role.
• Microsoft 365 support across Entra ID, Exchange Online, Exchange Server and SharePoint Online.
• Azure knowledge including Azure Virtual Desktop.
• Intune, Defender and PowerShell hands-on experience.
• Outlook/Office apps support and Active Directory management.
• Networking basics and email security familiarity.
• Desirable: AZ-900, MS-900, SC-900, AI-900, AZ-140, AZ-104, MD-102 or MS-102.
• Citrix experience is a plus.

Responsibilities

• Deliver prompt, professional support and keep customers informed throughout incidents and requests.
• Diagnose issues across a varied technology estate and drive to resolution.
• Prioritise workloads to meet Service Level Agreements.
• Collaborate with colleagues and engineers to maintain service quality.
• Build trusted customer relationships and identify recurring issues and improvements.
• Support shift rotations and contribute to team development.

Skills

Troubleshooting

Customer support

Team collaboration

Documentation

Windows OS

Tools

Azure

Microsoft 365

Intune

PowerShell

Mimecast

Citrix

Job description

Position Overview

Join our customer-focused team as a 2nd Line IT Support Engineer, solving complex issues for a diverse range of predominantly UK-based clients. You will take ownership of incidents, support users and fellow engineers, and build valuable Microsoft-focused skills across a modern technology environment.

IT Support Engineer - 2nd Line

Join our customer-focused team as a 2nd Line IT Support Engineer, solving complex issues for a diverse range of predominantly UK-based clients. You will take ownership of incidents, support users and fellow engineers, and build valuable Microsoft-focused skills across a modern technology environment. You will also work closely with the Team Manager, contributing to training, service monitoring and documentation while sharing knowledge and helping the team succeed.

The budgeted salary for this role is R22,000 to R28,000 gross per calendar month. Any offer will reflect your knowledge and experience across the technologies outlined below.

The Recruitment Process

• The first stage is a short online technical test, taking approximately 7 minutes, which will be sent to you by our recruitment team.
• Our hiring team will review your test results alongside your CV and aim to confirm the next steps within 48 hours.
• If shortlisted, you will be invited to choose from a selection of face-to-face assessment events every Friday at our Century City, Cape Town office.
• We will communicate the outcome following your face-to-face assessment.

Hybrid working

We recognise the value of flexibility and the positive impact it can have on both wellbeing and performance. Our hybrid working policy enables employees to balance time in the office with time at home. The team comes together at our Century City office once a week to collaborate, connect and have fun. Each team agrees the approach that works best for its responsibilities and customers. If you would like to understand the arrangements for this role, our recruitment team will be happy to help after you apply.

Qualifications & Experience

• 2nd Line experience: At least two years’ experience as a 2nd Line Service Desk Engineer, ideally in a fast‑paced customer environment.
• Microsoft 365: Practical experience supporting Microsoft Entra ID, Exchange Online, Exchange Server and SharePoint Online.
• Azure: Working knowledge of Microsoft Azure and Azure Virtual Desktop.
• Endpoint and security management: Hands‑on experience with Microsoft Intune, Microsoft Defender and PowerShell.
• Productivity applications: Confident support of Outlook, Word, Excel, OneDrive and related Microsoft 365 applications.
• Active Directory: Experience managing user accounts, permissions, security groups and Group Policy.
• Storage: Experience administering shared drives and access permissions.
• Networking: A sound understanding of DHCP, DNS, IP addressing and VPN technologies.
• Email security: Familiarity with Mimecast services.
• Troubleshooting: A structured approach to diagnosing and resolving desktop, laptop, peripheral and software issues.
• Desirable certifications: AZ-900, MS-900, SC-900, AI-900, AZ-140, AZ-104, MD-102 or MS-102.
• Additional advantage: Experience with Citrix technologies.

Responsibilities

• Deliver excellent support: Resolve incidents, service requests and complaints promptly, professionally and with empathy, keeping customers informed throughout.
• Troubleshoot and take ownership: Diagnose issues across a varied technology estate and manage them through to resolution.
• Meet service commitments: Prioritise your workload effectively to achieve agreed Service Level Agreements.
• Collaborate and share knowledge: Support colleagues, guide fellow engineers and work across teams to maintain service quality.
• Champion the customer: Build trusted relationships and identify recurring issues, risks and improvement opportunities.
• Stay adaptable: Support agreed shift rotations, contribute to wider team priorities and take ownership of your development.

About Us

We are the tech company with people at heart.

At Advania, we empower people to create sustainable value through the clever use of technology. As one of Microsoft’s leading UK partners, specialising in Azure, Security, Dynamics 365 and Microsoft 365, we combine deep technical expertise with a genuinely people‑first culture to deliver transformational IT services.

Learn more about our Microsoft Designations and Awards here; we are proud to be among the first to achieve the newly launched Microsoft Support Services Designation.

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.