Description

The Systems Engineer is responsible for providing first-line (L1/L2) technical support to global employees across regions, ensuring a positive, responsive, and consistent support experience. This role focuses primarily on endpoint support using Jamf and Microsoft Intune, supported by Jira Service Management, with clear escalation paths to L2/L3 teams in India, UK, and EMEA.

The Systems Engineer provides advanced L1 support and acts as a shift-level anchor, supporting junior L1 engineers while maintaining solid hands-on support for global users.

Your Key Responsibilities

- Act as a point of contact for global IT support requests.

- Support laptops (macOS and Windows), mobile devices, standard applications and collaboration tools.

- Resolve issues independently where possible, and escalate complex issues through the defined L2 paths.

- Support users across multiple time zones according to the coverage schedule.

- Manage users, groups, licences and access in Microsoft Entra ID (Azure AD) and Microsoft 365.

- Handle joiner, mover and leaver processes and access requests.

- Administer SaaS platforms such as Atlassian (Jira, Confluence), Slack and Microsoft 365.

- Manage Windows devices with Microsoft Intune and macOS devices with Jamf Pro covering enrolment, configuration profiles, compliance policies, software deployment and updates.

- Troubleshoot enrolment, access, compliance and policy issues, following documented SOPs.

- Own the laptop lifecycle: setup, deployment, replacement, recovery and secure data handling.

- Support corporate networking: LAN/Wi-Fi, firewalls, VPN, DNS and SSL certificates.

- Troubleshoot user connectivity and web-gateway issues.

- Log,



track and manage tickets in Jira Service Management / Freshworks.

- Ensure accurate categorisation, prioritisation and documentation of tickets, and meet SLA targets for response and resolution.

- Provide clear handover notes and troubleshooting details when escalating.

- Help improve ITSM workflows, including request, incident, change and problem management.

- Automate routine admin work.

- Use and update knowledge base articles and SOPs in Confluence.

- Deliver a professional, empathetic and customer-focused support experience, keeping users informed on progress.

- Adhere to security, compliance and acceptable use policies.

- Identify recurring issues and suggest process or tooling improvements.

- Work with vendors and partners on implementations and escalations.

What We’re Looking For:

Experience: 5-7 years

What we're looking for

- Experience in IT help desk, desktop support or systems engineering.

- Good working knowledge of macOS and Windows operating systems.

- Hands-on experience with Jamf and/or Microsoft Intune.

- Working knowledge of Microsoft Entra ID and Microsoft 365 administration.

- Familiarity with ITSM tools, preferably Jira Service Management or Freshservice.

- Understanding of networking concepts (Wi-Fi, VPN, DNS, firewalls and connectivity troubleshooting).

- Experience working with regional L2/L3 engineering teams.





- Clear communication and comfort supporting users across time zones.

Interested?

If this role sounds like a good fit for you, please click on the “Apply” button to submit your application.

To discover more about Gentrack and how we’re transforming energy and water utilities with creative solutions, please visit our website and LinkedIn.

About Gentrack

Who We Are

Gentrack partners with leading energy and water utilities around the world to deliver innovative technology that helps them navigate an increasingly complex and rapidly changing industry. Working with some of the world's largest utilities and challenger brands, we're helping our customers build a more sustainable future by driving innovation, delivering exceptional customer experiences, harnessing the power of AI, and creating lasting business value.

Our Values and Culture

Gentrackers are one team of smart thinkers and dedicated doers, working drive efficiency in two of the planet’s most essential resources: energy and water.

As AI reshapes the way our industry works, we're embedding it into how we innovate, collaborate and solve problems, empowering our people to work smarter and create even greater value for our customers.

Everything we do is guided by three core values: respect for the planet, respect for our customers, and respect for each other.

We're a diverse, global team that collaborates across borders, shares knowledge, embraces new ideas, and continually raises the bar. It's an exciting time to join Gentrack, with a clear growth strategy, world-class leadership, and a culture that combines technology, AI and talented people to shape the future of utilities.

📌 ICT System Engineer (Pune)
🏢 Gentrack
📍 Pune