2nd Line Engineer - Service Operations

Position Overview

We are seeking a driven and technically skilled Second Line Support Engineer to join our Service Operations team in Cape Town. 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.

The budgeted salary for this role is between 22,000 ZAR and 28,000 ZAR monthly
, depending on experience. for the list of benefits.

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. If you have any questions after applying, please reach out to our recruitment team.

• 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 a variety of technologies (for example, Datto, KeepIT, Huntress, Windows Defender AV, Webroot AV)
• 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 Ninja One RMM, including new customer onboardings, 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

• Minimum 2 years’ 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 Ninja One RMM, Datto RMM or N-able
• Scripting experience (e.g., Power Shell, 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

We are the tech company with people  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.

Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, and your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.

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.