{"id":3002234,"url":"https://alion.io/job/gentrack-ict-system-engineer","title":"ICT System Engineer","company":{"id":50138,"name":"Gentrack","domain":"gentrack.com","url":"https://alion.io/company/gentrack","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"DevOps","role_family":"DevOps","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17000,"max_usd":35000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":49},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Confluence","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Slack","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-20T12:35:20Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-23T13:36:36Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"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.\nThe 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.\nYour Key Responsibilities\nGlobal End-User Support (L1/L2)\nAct as a point of contact for global IT support requests.\nSupport laptops (macOS and Windows), mobile devices, standard applications and collaboration tools.\nResolve issues independently where possible, and escalate complex issues through the defined L2 paths.\nSupport users across multiple time zones according to the coverage schedule.\nIdentity & Access Management\nManage users, groups, licences and access in Microsoft Entra ID (Azure AD) and Microsoft 365.\nHandle joiner, mover and leaver processes and access requests.\nAdminister SaaS platforms such as Atlassian (Jira, Confluence), Slack and Microsoft 365.\nDevice Management - Jamf & Microsoft Intune\nManage Windows devices with Microsoft Intune and macOS devices with Jamf Pro covering enrolment, configuration profiles, compliance policies, software deployment and updates.\nTroubleshoot enrolment, access, compliance and policy issues, following documented SOPs.\nOwn the laptop lifecycle: setup, deployment, replacement, recovery and secure data handling.\nNetwork & Security Operations\nSupport corporate networking: LAN/Wi-Fi, firewalls, VPN, DNS and SSL certificates.\nTroubleshoot user connectivity and web-gateway issues.\nIT Service Management\nLog, track and manage tickets in Jira Service Management / Freshworks.\nEnsure accurate categorisation, prioritisation and documentation of tickets, and meet SLA targets for response and resolution.\nProvide clear handover notes and troubleshooting details when escalating.\nHelp improve ITSM workflows, including request, incident, change and problem management.\nAutomation, Documentation & Service Quality\nAutomate routine admin work.\nUse and update knowledge base articles and SOPs in Confluence.\nDeliver a professional, empathetic and customer-focused support experience, keeping users informed on progress.\nAdhere to security, compliance and acceptable use policies.\nIdentify recurring issues and suggest process or tooling improvements.\nWork with vendors and partners on implementations and escalations. \nWhat We’re Looking For:\nExperience: 5-7 years\n\n What we're looking for:\nExperience in IT help desk, desktop support or systems engineering.\nGood working knowledge of macOS and Windows operating systems.\nHands-on experience with Jamf and/or Microsoft Intune.\nWorking knowledge of Microsoft Entra ID and Microsoft 365 administration.\nFamiliarity with ITSM tools, preferably Jira Service Management or Freshservice.\nUnderstanding of networking concepts (Wi-Fi, VPN, DNS, firewalls and connectivity troubleshooting).\nExperience working with regional L2/L3 engineering teams.\nClear communication and comfort supporting users across time zones. \nInterested?\nIf this role sounds like a good fit for you, please click on the “Apply” button to submit your application.\n\nTo discover more about Gentrack and how we’re transforming energy and water utilities with innovative solutions, please visit our website and LinkedIn.","description_format":"text","description_chars":3534,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","Billing & Subscription Management"],"lifecycle":[{"event":"open","at":"2026-10-21T12:35:20Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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