ICT System Engineer
Provides L1/L2 IT support to Gentrack's global employees from Pune: endpoint management with Jamf and Microsoft Intune, identity and access admin in Entra ID/Microsoft 365, basic networking and VPN troubleshooting, and ticketing via Jira Service Management, while anchoring shifts and mentoring junior L1 engineers.
- Compensation
- Not disclosed
- Location
- Mundhwa, Pune
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Software engineering
- Posted
Skills
Must have
- 5-7 years of experience
- 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, connectivity troubleshooting)
- Experience working with regional L2/L3 engineering teams
- Clear communication and comfort supporting users across time zones
Full 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.
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.