Job Title: Senior Engineer Service Operations

Location: Cape Town, South Africa

Salary: 38,430 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.

Job Description: As a Senior Line Support Engineer in Service Operations, you will be responsible for maintaining the stability, efficiency, and continuous improvement of core IT services. You’ll serve as a key escalation point for complex technical issues, lead initiatives to enhance operational tooling—including monitoring, alerting, and automation—and help drive service excellence across the team.

A key part of your role will involve leveraging Rewst Automation to streamline workflows, reduce manual effort, and improve response times. You’ll work closely with internal teams to identify automation opportunities and implement scalable solutions that support service desk operations and broader IT functions.

Key Responsibilities:

Incident & Request Management - Act as a senior escalation point for complex incidents and service requests, ensuring timely resolution and thorough root cause analysis.

Troubleshoot and resolve issues related to:

• Datto BCDR
• KeepIT SaaS
• Datto SaaS
• SentinelOne
• Usecure
• Clip Training
• Windows Defender
• Patch management and compliance

Operational Tooling & Automation

• Maintain and enhance operational tools, including monitoring platforms, alerting systems, and RMM tools such as Datto or N-able.
• Develop, test, and deploy automation workflows to reduce manual effort and improve consistency across service operations.
• Collaborate with the Automation Engineer to identify repetitive tasks and build scalable solutions using platforms like Rewst.
• Apply a creative and analytical mindset to identify and automate processes that are traditionally considered non-automatable.
• Build and manage patching and automation schedules to ensure device compliance with Cyber Essentials Plus (CE+) standards.

Collaboration & Service Improvement

• Work closely with internal teams to support service delivery, implement improvements, and ensure alignment with business objectives.
• Contribute to service improvement initiatives by identifying inefficiencies and proposing technical or procedural enhancements.
• Ensure adherence to SLAs, ITIL practices, and internal service standards.

Knowledge Sharing & Documentation

• Mentor and support engineers, promoting a culture of continuous learning and collaboration.

• Create and maintain accurate technical documentation, internal knowledge base articles, and client-facing reports.

• Share insights and best practices across the team to drive operational maturity.

Communication & Escalation

• Maintain clear and proactive communication with stakeholders throughout the lifecycle of incidents and requests.

Escalate issues appropriately while ensuring continuity of service and customer satisfaction.

Qualifications:

• Proven years of 2nd or 3rd line technical support role, ideally within a Managed Service Provider (MSP) environment.
• Active Directory, Group Policy, and PowerShell
• Microsoft operating systems (Windows 8+, Server 2008+ and higher)
• IT security principles and endpoint protection tools (e.g. Webroot, SentinelOne, Huntress and Windows Defender)
• Patch management and monitoring tools (e.g. Datto RMM, N-Able)
• Backup and SaaS platforms (e.g. Keepit, Datto SaaS)
• Automation and scripting for operational efficiency
• 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)
• Microsoft MCSA/MCSE
• Familiar with working to SLA’s to meet both customer and contract requirements
• Working as part of a wider service delivery function.
• Excellent understanding of Active Directory including user management and GPO’s, powershell/scripting and general IT security
• Experience of Exchange & SQL server deployment, configuration and support
• Support and installation experience of virtualisation systems such as Hyper-V and VMWare
• 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
• Experience of working with and developing RMM tools;
• Creation of monitors & alerts
• Understanding of agent deployment and remote connection solutions / trouble shooting
• Setup of patch management solutions
• Experience in automatic deployment of software through packaging/scripting

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.