System Engineer

The Company

Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future.  Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Our Values and Culture 

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet’s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:

• Respect for the planet
• Respect for our customers and
• Respect for each other

Gentrackers are a group of smart thinkers and dedicated doers.  We are a diverse team who love our work and the people we work with and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet. Gentrackers continuously look for a better way and drive quality into everything they do.

This is a truly exciting time to join Gentrack with a clear growth strategy and a world class leadership team working to fulfil Gentrack’s global aspirations by having the most talented people, an inspiring culture, and a technology first, people centric business.

The Opportunity

The Senior System 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 Senior System 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.

The Specifics 

Global L1/L2 End-User Support

Act as the first point of contact for global IT support requests.

Provide L1/L2 support for:

Laptops (macOS, Windows)

Mobile devices

Standard applications and collaboration tools

Resolve common issues independently and escalate complex issues appropriately.

Support users across multiple time zones following defined coverage schedules.

Endpoint Support – Jamf & Intune

Support endpoint-related issues using Jamf and Microsoft Intune, including:

Device enrolment and access issues

Basic compliance and policy troubleshooting

Software installation and updates

Follow documented SOPs and troubleshooting guides.

Escalate configuration or policy issues to L2/L3 engineers.

IT Service Management – Jira Service Management

Log, track, and manage tickets using Jira Service Management.

Ensure accurate categorisation, prioritisation, and documentation of tickets.

Meet defined SLA targets for response and resolution.

Use knowledge articles and contribute to knowledge base updates.

Incident Escalation & Collaboration

Identify incidents requiring escalation and follow defined L1/L2 → L2/L3 escalation processes.

Provide clear handover notes and troubleshooting details to escalation teams.

Collaborate with regional teams to ensure smooth resolution.

Customer Experience & Service Quality

Deliver a professional, empathetic, and customer-focused support experience.

Communicate clearly with users regarding progress and resolution.

Adhere to security, compliance, and acceptable use policies.

Act as shift lead when required.

Support onboarding and mentoring of new L1 engineers.

Assist the Group Lead with knowledge base creation and SOP improvements.

Identify recurring issues and suggest process or tooling improvements.

Experience:5-7 years

What we're looking for:

Experience providing IT help desk or desktop support.

Basic understanding of macOS and Windows operating systems.

Exposure to Jamf and/or Microsoft Intune (hands-on or foundational).

Familiarity with ITSM tools, preferably Jira Service Management.

Basic understanding of networking concepts (Wi-Fi, VPN, connectivity issues).

Experience with regional L2/L3 engineering teams.

What we offer in return:

• Personal growth – in leadership, commercial acumen and technical excellence
• To be part of a global, winning high growth organization – with a career path to match
• A vibrant, culture full of people passionate about transformation and making a difference - with a one team, collaborative ethos
• A competitive reward package that truly awards our top talent
• A chance to make a true impact on society and the planet

Gentrack want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join the mission, you will fit right in.