ITIL 4 support engineers

3 days ago

Johannesburg, Gauteng, South Africa SavageOne Pty Full time R900 000 - R1 200 000 per year


Were seeking an experienced ITIL 4 Support Engineer to join our technical operations team. Youll be responsible for end-to-end support across enterprise IT environments, focusing on incident, problem, change, and configuration management all aligned with ITIL 4 best practices. The role spans both cloud (AWS/OpenShift) and on-premise infrastructure and requires strong operational discipline and proactive monitoring capabilities.

Key Responsibilities

  • Deliver 1st-line and preventative technical support across IT systems
  • Perform incident resolution, root cause analysis, and escalation
  • Apply change and configuration management with accurate documentation
  • Monitor system health and performance; conduct regular checks and patching
  • Support deployments in pre-production and production environments
  • Communicate incident status and updates to stakeholders and service desk
  • Collaborate with vendors and internal teams during escalations and handovers
  • Ensure compliance, access control, and audit documentation
  • Must-Have Skills & Experience
  • ITIL 4 Foundation Certification (mandatory)
  • Proven experience with:
  • Incident & problem management
  • Change enablement
  • Configuration and capacity management
  • Hands-on experience with AWS, OpenShift, and hybrid IT environments
  • Proficiency in monitoring systems, SharePoint, and service desk platforms
  • Familiar with system health checks, patching, and log analysis
  • Strong documentation and stakeholder communication skills

Preferred Tools

  • ASICS (System Check Database)
  • ServiceNow / Remedy / Jira / similar ITSM platforms
  • Monitoring dashboards, log analyzers
  • SharePoint for configuration tracking

Nice to Have

  • Exposure to Business Continuity Planning (BCP) & Disaster Recovery (DRP)
  • Experience coordinating with 4th-line vendors
  • Understanding of CI/CD in a service delivery context

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