ICT System Engineer

Gentrack; Pune District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Gentrack in Pune, India, seeks an ICT System Engineer to provide first-line (L1/L2) IT support to global staff, focusing on endpoint management with Jamf and Microsoft Intune, supported by Jira Service Management.

You will act as a shift-level anchor, assisting junior L1 engineers and coordinating with L2/L3 teams across India, UK, and EMEA, while managing laptops, mobile devices and standard collaboration tools.

Qualifications

• 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.

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 elevate 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 Jira (Service Management), Confluence, Slack and Microsoft 365.
• 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.

Skills

macOS

Windows

Time zones

Networking

Communication

L1/L2 support

Tools

Jamf

Microsoft Intune

Microsoft Entra ID

Microsoft 365

Jira Service Management

Freshservice

Job description

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 elevate 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.

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