ITIL 4 support engineers

SavageOne Pty Ltd; Johannesburg; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading technical operations company is seeking an experienced ITIL 4 Support Engineer to enhance their support team in Johannesburg. The role involves delivering comprehensive technical support across various systems with a focus on incident management and cloud technologies like AWS and OpenShift. Ideal candidates will possess an ITIL 4 Foundation Certification along with experience in IT support and proactive system monitoring.

Qualifications

• ITIL 4 Foundation Certification (mandatory).
• Experience with incident management and configuration management.
• Hands-on experience with AWS, OpenShift, and hybrid IT environments.

Responsibilities

• Deliver 1st-line and preventative technical support across IT systems.
• Perform incident resolution and root cause analysis.
• Monitor system health and performance.

Skills

Incident & problem management

Configuration and capacity management

Monitoring systems

Stakeholder communication

Education

ITIL 4 Foundation Certification

Tools

AWS

OpenShift

ServiceNow

Remedy

Jira

Job description

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
• 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
• 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