ICT System Engineer

Gentrack Ltd (Global); Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Gentrack Ltd (Global) is seeking a Systems Engineer to provide frontline IT support for a global workforce from Pune, handling macOS and Windows devices, Jamf Pro and Microsoft Intune, and ITSM ticketing with Jira Service Management. The role requires coordination with L2/L3 teams across India, UK and EMEA.

You will support identity and access, device management, networking basics and documentation, while upholding security policies and service levels.

Qualifications

• Experience in IT help desk, desktop support or systems engineering.
• Solid knowledge of macOS and Windows operating systems.
• Hands-on experience with Jamf and/or Microsoft Intune.
• Familiarity with ITSM tools, preferably Jira Service Management or Freshservice.

Responsibilities

• Provide first-line (L1/L2) IT support to global employees.
• Support laptops (macOS/Windows), mobile devices and apps; escalate as needed.
• Manage identity and access using Entra ID and Microsoft 365.
• Administer Jira Service Management / Freshworks tickets and SLA adherence.
• Collaborate with regional L2/L3 teams for escalation and resolution.

Skills

macOS expertise

Windows expertise

Customer-focused support

Effective communication

Tools

Jamf Pro

Microsoft Intune

Jira Service Management

Freshworks

Confluence

Slack

Microsoft Entra ID

Microsoft 365

Job description

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.

Application Deadline: 21 January 2027

Department: ICT

Location: Pune, IN

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 elevate 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?

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