IT Helpdesk Engineer

SEGA European Head Office; Horsham; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading interactive entertainment company is seeking an IT Helpdesk Engineer to provide front-line support, ensure efficient IT operations, and enhance user experience. Responsibilities include incident management, supporting various channels, and maintaining IT documentation. The ideal candidate has strong experience with Windows and macOS systems, is CompTIA A+ certified, and possesses excellent communication skills. The role offers hybrid working flexibility in Horsham.

Benefits

Discounted gym membership

Fresh fruit and cereal daily

Regular gaming tournaments

In-house massage therapy

Comprehensive benefits package

Qualifications

• Strong hands-on experience with Windows operating systems.
• Proficiency with macOS environments.
• Capable of delivering physical IT support.
• Foundational understanding of Active Directory.
• Experience with Microsoft 365 suite including Teams and Exchange.

Responsibilities

• Monitor and respond to incidents and service requests.
• Deliver technical support across multiple channels.
• Assist with onboarding and offboarding processes.
• Proactively maintain user devices.
• Create and maintain IT documentation.

Skills

Windows operating systems

macOS environments

Active Directory

Microsoft 365 suite

CompTIA A+ certified

Familiarity with ManageEngine Endpoint Central

Microsoft Intune

Jamf for macOS

Microsoft Teams Room Systems

TIL Foundation certified

Education

CompTIA A+ certification

Job description

IT Helpdesk Engineer

Company: Sega Europe Ltd

Location: Creative Assembly, Horsham, Hybrid working (3-days per week in-office)

As an IT Helpdesk Engineer at SEGA Europe Ltd, based in our new vibrant west London office, you’ll be the first line of technical assistance for our team. You’ll play a vital role in ensuring employees across the business have the tools and support needed to work efficiently. Your mission is to deliver an exceptional user experience by resolving technical issues promptly, maintaining smooth IT operations, and empowering our workforce through top‑tier white glove support.

Key Responsibilities

• Monitor and respond to incoming incidents and service requests in a timely manner.
• Deliver technical support across multiple channels including email, Microsoft Teams, the service desk platform, and in‑person interactions.
• Assist with onboarding and offboarding processes for user accounts and hardware deployment or recovery.
• Proactively maintain user devices, ensuring compliance with company policies and standards.
• Create and maintain IT documentation in Atlassian Confluence, covering systems, solutions, and operational processes.
• Provide support for O365, Microsoft Entra, and other SaaS applications. Install and maintain a wide range of hardware and software to ensure optimal system performance.

Essential Skills & Experience

• Strong hands‑on experience with Windows operating systems, including troubleshooting and system maintenance.
• Proficiency with macOS environments and support practices.
• Capable of delivering both physical IT support (e.g., cable management, workstation setup) and technical troubleshooting.
• Foundational understanding of Active Directory and Microsoft Entra ID.
• Experience working with the Microsoft 365 suite, including Teams, SharePoint, OneDrive, and Exchange.
• CompTIA A+ certified, with a solid grounding in hardware, software, and support fundamentals.
• Desirable (Non‑Essential) Skills:
• Familiarity with ManageEngine Endpoint Central for device and asset management.
• Hands‑on experience with Microsoft Intune for mobile device and application management.
• Knowledge of Jamf for macOS device administration and support.
• Experience in supporting Microsoft Teams Room Systems, including setup and troubleshooting.
• TIL Foundation certified (v3 or v4), with the ability to demonstrate a clear understanding of IT service management principles.

Personality (Soft) Skills

• Excellent communication skills, with a talent for translating technical concepts into clear, accessible language.
• Sharp problem‑solving abilities and a proactive mindset for tackling technical challenges head‑on.
• Strong interpersonal skills and a collaborative spirit that thrives in team environments.
• Highly organized and adaptable, with the ability to manage competing priorities in a dynamic setting.
• Naturally inquisitive, with a continuous drive to learn, grow, and stay ahead in a fast‑evolving tech landscape.

A BIT ABOUT SEGA

SEGA is one of the leading interactive entertainment companies in the world, with our European HQ based in West London and development studios spanning the UK and Bulgaria. Known for quality and creativity above all else, our studios include Sports Interactive, Two Point Studios, Hardlight and Creative Assembly.

At the heart of SEGA is our publishing team based in London, where we help the studios bring their creative vision to life. Here we have a hardworking bunch of people spanning Tech, Sales, Marketing, Finance, QA and more.

We drive the continued success and evolution of our Western business through living our company values of being product focused, embracing true partnerships and always having fun so that we can strive to come together as One SEGA.

WORKING THE SEGA WAY

We believe that making the best games relies on having the best people, so we make sure that we look after ours…

For our gaming buffs, you can get involved in our lunchtime get gaming sessions in our games lounge and Club SEGA, regular gaming tournaments and free SEGA games on Steam.

If you’re more of a foodie, you can take advantage of fresh fruit and cereal every single day.

Fitness fanatics will love our discounted gym membership, ride to work scheme, workout area and bootcamps in the business park. You can find your zen with weekly yoga classes as well as in‑house massage therapy.

You’ll have access to a comprehensive benefits package that includes life assurance, income protection, private healthcare & dental insurance schemes and an enhanced contributory pension scheme. We offer competitive salaries and a fantastic bonus scheme so that you can stay motivated and focused on making SEGA the best it can be.

We hold regular lunch & learn sessions, company updates at incredible venues in Central London and Christmas parties that you’ll want to brag to your mates about! What’s not to love?

We pride ourselves on having flexible working hours to ensure that you have a life outside of the office.

We want people of all backgrounds to see themselves represented and included in our work, so we actively seek to diversify our team and bring more voices to the table. All applicants are welcome!

And that’s just the tip of the iceberg.