ICT System Engineer

Gentrack is hiring an ICT System Engineer in Pune, India. Level rates it ; you can apply on Gentrack.

Level's read on this job

Level rates this role Little AI ●○○○: aI is not part of the work.
Level classifies it as a senior role.
Level lists 14 other open roles at Gentrack.
The role was posted in the last few days.

AI in this role

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.

How we rate this

ICT System Engineer at Gentrack rates 37 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.