About this role
ITIL 4 support engineers
About the job ITIL 4 Support Engineer
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
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Deliver 1st-line and preventative technical support across IT systems
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Perform incident resolution, root cause analysis, and escalation
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Apply change and configuration management with accurate documentation
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Monitor system health and performance; conduct regular checks and patching
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Support deployments in pre-production and production environments
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Communicate incident status and updates to stakeholders and service desk
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Collaborate with vendors and internal teams during escalations and handovers
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Ensure compliance, access control, and audit documentation
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Must-Have Skills & Experience
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ITIL 4 Foundation Certification (mandatory)
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Proven experience with:
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Incident & problem management
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Change enablement
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Configuration and capacity management
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Hands-on experience with AWS, OpenShift, and hybrid IT environments
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Proficiency in monitoring systems, SharePoint, and service desk platforms
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Familiar with system health checks, patching, and log analysis
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Strong documentation and stakeholder communication skills
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Preferred Tools
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ASICS (System Check Database)
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ServiceNow / Remedy / Jira / similar ITSM platforms
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Monitoring dashboards, log analyzers
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SharePoint for configuration tracking
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Nice to Have
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Exposure to Business Continuity Planning (BCP) & Disaster Recovery (DRP)
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Experience coordinating with 4th-line vendors
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Understanding of CI/CD in a service delivery context
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Apply for Position
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