Job Description

The Company:

Gentrack is a publicly listed software company and 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.

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 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 people-centric business.

The opportunity:

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.

The specifics:

IT Service Management (ITSM)

• 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.

Infrastructure & Connectivity

• 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.

Business Applications & Automation

• 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).

Some important characteristics we are looking for:

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

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.  

#LI-TJ1