ICT System Engineer

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

Global End-User Support (L1/L2)

• 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.

Identity & Access Management

• 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.

Device Management - Jamf & Microsoft Intune

• 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.

Network & Security Operations

• Support corporate networking: LAN/Wi-Fi, firewalls, VPN, DNS and SSL certificates.
• Troubleshoot user connectivity and web-gateway issues.

IT Service Management

• 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.

Automation, Documentation & Service Quality

• 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 innovative solutions, please visit our website and LinkedIn.