Systems Engineer

Gentrack • London, CA

17d

About The Position

This is a hands-on Systems Engineer role supporting UK & EMEA services across Infrastructure & Connectivity, Business Applications & Automation, and IT Service Management (ITSM). You’ll work closely with global ICT teams and service owners to keep services stable, secure, and easy to use—taking L2/3 ownership for tickets and improvements and using automation and documentation to reduce repeat issues.

Requirements

• Solid experience (3+ years) in a systems/infrastructure support role, with proven L2 troubleshooting across networking, on-prem and hybrid/cloud infrastructure, corporate and personal devices including MDM and MAM, and business apps.
• Comfortable working in Jira Service Management / ITSM processes (incident/change/problem), with strong written comms and documentation habits.
• Practical automation mindset (PowerShell/Python preferred) and an inclination to standardise/runbook what you fix.
• Hands-on experience with enterprise GenAI implementation and governance, including the configuration practices that enforce guardrails and align to approved tooling and security requirements (e.g., safe onboarding patterns, usage visibility, and structured approval for new AI tools/PoCs).

Nice To Haves

• Experience with SQL server infrastructure and Apple device management and troubleshooting is also desirable

Responsibilities

• Operate within ITIL/ITSM practices to deliver strong outcomes in: Service Desk Operations, Incident Management, Request Fulfilment, Change Management, Problem Management, Knowledge Management, and Service Catalogue & Self‑Service.
• Produce crisp ticket updates, improve escalation quality, and contribute to PIRs / known error records / KB articles that reduce recurrence.
• Provide L2/3 troubleshooting and operational support across networking operations, and baseline telemetry; coordinate with security and service owners where policies/approvals sit elsewhere.
• Support core operations across compute/virtualisation, storage & backup, and data centre coordination, with an emphasis on reliability, lifecycle hygiene, and evidence-quality restores when needed.
• Administer and support tier‑1 enterprise applications and SaaS tenants (baseline configuration, access model alignment, licence enablement, vendor escalation).
• Build and maintain lightweight automation (PowerShell or Python preferred) and repeatable runbooks/workflow patterns that improve fulfilment speed and reduce manual effort.
• Involvement in the implementation of information security guardrails for GenAI usage: approved-tool alignment, secure access patterns, telemetry/usage reporting, and integration with existing governance workflows (e.g., request/approval processes for new AI tools or AI PoCs).
• Maintain working awareness of adjacent ICT domains—Digital Workplace, Identity & Access Management, and Security Operations—so you can spot cross-domain impacts and collaborate effectively (without being the final authority for those domains).

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees