System Engineer

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    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\">The Company</span></p>\n<p><span style=\"font-size: 10pt\">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.</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Our Values and Culture  </span></p>\n<p><span style=\"font-size: 10pt\">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:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Respect for the planet</span></li>\n<li><span style=\"font-size: 10pt\">Respect for our customers and</span></li>\n<li><span style=\"font-size: 10pt\">Respect for each other</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">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.</span></p>\n<p><span style=\"font-size: 10pt\">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.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">The Opportunity</span></p>\n<p><span style=\"font-size: 10pt\">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.</span></p>\n<p><span style=\"font-size: 10pt\">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.</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">The Specifics  </span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Global L1/L2 End-User Support</span></p>\n<p><span style=\"font-size: 10pt\">Act as the first point of contact for global IT support requests.</span></p>\n<p><span style=\"font-size: 10pt\">Provide L1/L2 support for:</span></p>\n<p><span style=\"font-size: 10pt\">Laptops (macOS, Windows)</span></p>\n<p><span style=\"font-size: 10pt\">Mobile devices</span></p>\n<p><span style=\"font-size: 10pt\">Standard applications and collaboration tools</span></p>\n<p><span style=\"font-size: 10pt\">Resolve common issues independently and escalate complex issues appropriately.</span></p>\n<p><span style=\"font-size: 10pt\">Support users across multiple time zones following defined coverage schedules.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Endpoint Support – Jamf &amp; Intune</span></p>\n<p><span style=\"font-size: 10pt\">Support endpoint-related issues using Jamf and Microsoft Intune, including:</span></p>\n<p><span style=\"font-size: 10pt\">Device enrolment and access issues</span></p>\n<p><span style=\"font-size: 10pt\">Basic compliance and policy troubleshooting</span></p>\n<p><span style=\"font-size: 10pt\">Software installation and updates</span></p>\n<p><span style=\"font-size: 10pt\">Follow documented SOPs and troubleshooting guides.</span></p>\n<p><span style=\"font-size: 10pt\">Escalate configuration or policy issues to L2/L3 engineers.</span></p>\n<p><span style=\"font-size: 10pt\"> </span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">IT Service Management – Jira Service Management</span></p>\n<p><span style=\"font-size: 10pt\">Log, track, and manage tickets using Jira Service Management.</span></p>\n<p><span style=\"font-size: 10pt\">Ensure accurate categorisation, prioritisation, and documentation of tickets.</span></p>\n<p><span style=\"font-size: 10pt\">Meet defined SLA targets for response and resolution.</span></p>\n<p><span style=\"font-size: 10pt\">Use knowledge articles and contribute to knowledge base updates.</span></p>\n<p><span style=\"font-size: 10pt\"> </span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Incident Escalation &amp; Collaboration</span></p>\n<p><span style=\"font-size: 10pt\">Identify incidents requiring escalation and follow defined L1/L2 → L2/L3 escalation processes.</span></p>\n<p><span style=\"font-size: 10pt\">Provide clear handover notes and troubleshooting details to escalation teams.</span></p>\n<p><span style=\"font-size: 10pt\">Collaborate with regional teams to ensure smooth resolution.</span></p>\n<p><span style=\"font-size: 10pt\"> </span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Customer Experience &amp; Service Quality</span></p>\n<p><span style=\"font-size: 10pt\">Deliver a professional, empathetic, and customer-focused support experience.</span></p>\n<p><span style=\"font-size: 10pt\">Communicate clearly with users regarding progress and resolution.</span></p>\n<p><span style=\"font-size: 10pt\">Adhere to security, compliance, and acceptable use policies.</span></p>\n<p><span style=\"font-size: 10pt\"> </span></p>\n<p><span style=\"font-size: 10pt\">Act as shift lead when required.</span></p>\n<p><span style=\"font-size: 10pt\">Support onboarding and mentoring of new L1 engineers.</span></p>\n<p><span style=\"font-size: 10pt\">Assist the Group Lead with knowledge base creation and SOP improvements.</span></p>\n<p><span style=\"font-size: 10pt\">Identify recurring issues and suggest process or tooling improvements.</span></p>\n<p><span style=\"font-size: 10pt\"> </span></p>\n<p><span style=\"font-size: 10pt\"><span style=\"font-weight: bold\">Experience:</span>5-7 years</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\"><span style=\"font-weight: bold\">What we're looking for</span>:</span></p>\n<p><span style=\"font-size: 10pt\"> </span></p>\n<p><span style=\"font-size: 10pt\">Experience providing IT help desk or desktop support.</span></p>\n<p><span style=\"font-size: 10pt\">Basic understanding of macOS and Windows operating systems.</span></p>\n<p><span style=\"font-size: 10pt\">Exposure to Jamf and/or Microsoft Intune (hands-on or foundational).</span></p>\n<p><span style=\"font-size: 10pt\">Familiarity with ITSM tools, preferably Jira Service Management.</span></p>\n<p><span style=\"font-size: 10pt\">Basic understanding of networking concepts (Wi-Fi, VPN, connectivity issues).</span></p>\n<p><span style=\"font-size: 10pt\">Experience with regional L2/L3 engineering teams.</span></p>\n<p><span style=\"font-size: 10pt\"> </span><span style=\"font-size: 10pt\"> </span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">What we offer in return:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Personal growth – in leadership, commercial acumen and technical excellence</span></li>\n<li><span style=\"font-size: 10pt\">To be part of a global, winning high growth organization – with a career path to match</span></li>\n<li><span style=\"font-size: 10pt\">A vibrant, culture full of people passionate about transformation and making a difference - with a one team, collaborative ethos</span></li>\n<li><span style=\"font-size: 10pt\">A competitive reward package that truly awards our top talent</span></li>\n<li><span style=\"font-size: 10pt\">A chance to make a true impact on society and the planet</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\"> </span></p>\n<p><span style=\"font-size: 10pt\">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.</span></p>",
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