ICT System Engineer Application Deadline: 21 January 2027 Department: ICT Employment Type: Permanent
- Full Time

Location:
Pune, IN 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 strong 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 cutting-edge solutions, please visit our website and LinkedIn.

📌 ICT System Engineer (India)
🏢 Gentrack
📍 India