Job Description

Job Title:

Second Line Support Engineer - Service Operations

Location:

Cape Town, South Africa

Salary:

31,320 ZAR - Monthly

Job Type:

Full Time - Permanent

About Us:

We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security and data recovery, and more, since 2002.


As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.

:

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.

Key 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 to:

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.

Qualifications:

Proven experience in a second-line support role within an MSP or enterprise IT environment. Strong working knowledge of Microsoft technologies including: Active Directory Exchange Windows Server Office 365 Experience with RMM platforms such as Datto, or N-able. Scripting experience (e.g., PowerShell, Jinja) for automation and task execution. Exposure to or interest in automation platforms such as Rewst. Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP). Excellent analytical and problem-solving skills with a proactive approach to service improvement. Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences. Level 3 IT qualification or equivalent experience (e.g., BTEC Level 3 in IT, CompTIA A+/Network+, or a relevant apprenticeship). Familiar with working to SLA's to meet both customer and contract requirements Working as part of a wider service delivery function. Experience with ConnectWise PSA, Datto RMM, N-able, Pax8, and Microsoft 365 administration. Demonstrable experience of supporting Microsoft OS; Windows 8 upwards and Server 2008 upwards Understanding of ITIL practices and service desk operations. Microsoft MCSA/MCSE

Click here to explore our company benefits.


At Advania, we are dedicated to the growth and development of our employees, which is reflected in our diverse learning ecosystem. Whether through self-paced online courses or provider-led training sessions, Advania ensures that all employees have access to valuable learning opportunities. We offer a range of benefits designed to support training for personal development, business needs, and client requirements.


Discover how LinkedIn Learning has become our central Learning Experience Platform (LxP) driving skill development across our organization by reading our LinkedIn Learning Case Study

#LI-Hybrid

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.