IT Support Engineer

Sega Europe; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job description

Job Title: IT Support Engineer

Team: IT Services

Reporting into: IT Services Manager

Studio Overview

We are Sports Interactive, the gaming studio behind Football Manager. Founded in 1994, Sports Interactive became a wholly owned subsidiary of SEGA Europe in 2006. Based at the Here East technology hub in Stratford, East London, the SI team continues to expand as we bring our titles to an ever-growing audience across an increasing variety of platforms.

To support our growth, we welcome the opportunity to connect with passionate people with the drive to match our ambitions and initiative to realise your individual potential.

Position Overview

We are seeking a bright, enthusiastic, and hardworking IT Support Engineer who has a genuine passion for technology and hardware, along with aspirations to lead a Service Desk team in the future. You will be supporting a studio with over 300 employees and will need experience in resolving end-user computing issues. The role is studio-based, but you will also provide support and solutions to users working from home across the UK and globally. You will have the opportunity to work with the latest technologies and participate in the implementation of new systems and processes that enhance team efficiency. Additionally, you will be responsible for delivering mini projects as outlined in the IT Strategic roadmap. You will collaborate closely with a highly skilled Engineering team. This is a fantastic opportunity to contribute to a high-performing and customer-focused IT team.

Key Responsibilities

• Provide on-site and remote technical support for 2nd line hardware, software and network issues and requests.
• Support and advise the Junior Service Desk team members in troubleshooting incidents and requests, administration, maintenance of devices, and user applications.
• Prioritise and manage IT requests and incidents made to Sports Interactive IT Service Desk system.
• Liaise with vendor support teams on troubleshooting hardware and applications that are out of the scope of the IT Services team.
• Assist in the onboarding process of new starters, ensuring that all PCs, laptops, software, peripherals, and accounts are working on the first day.
• Assist in the offboarding process of leavers, ensuring that all hardware is returned, and accounts and licenses are revoked.
• Ensure accuracy of hardware asset inventories and that all desktops and laptops OS are patched to the appropriate levels, reporting on progress monthly.
• Undertake small to medium-sized IT Projects that contribute to the efficiency of the IT Team and add value to the studio.
• Create and maintain accurate IT documentation.
• Provide a high level of customer service, managing the studio teams' expectations and communications throughout the lifecycle of each ticket.
• Assist in setting up IT/AV equipment for studio live events.

Knowledge, Skills, and Experience

You will have the following:

• 3+ years' experience working in an IT Support Role.
• A logical approach to solving incidents and a desire to resolve issues as quickly as possible.
• Self-motivated and gains satisfaction from providing excellent customer service.
• Enthusiasm for new/latest hardware technology and components.
• Strong MacOS and Windows OS expertise, including Device Management solutions (Jamf, Intune, ManageEngine Endpoint Central).
• User administration in Active Directory, EntraID, Azure and O365.
• Administration of, troubleshooting, and resolving issues in the Microsoft 365 Suite of Applications – Outlook, Teams, OneDrive, SharePoint and Office.
• Atlassian products; Jira and Confluence.
• Network principles EG topology, protocols, addressing, DHCP, DNS, security (firewalls, VPNs), and bandwidth.
• A strong willingness to learn and the ability to work well within a team, under pressure and to prioritise tasks based on a variety of factors.

It would be beneficial but not a requirement to have experience with the following:

• Administration of, and supporting users of source control software, e.g. Perforce Helix Core and Git.
• SaaS platforms such as Miro, Figma, Loom, Airtable.
• Scripting/Automation/Orchestration.
• VMWare.
• Microsoft Azure.
• Linux.
• CI/CD tools, e.g. TeamCity.
• Knowledge of ITIL practices and principles.

Benefits of Working at Sports Interactive:

A flexible working policy to best suit you and your team. Subsidised mental health, therapy and coaching sessions are available. Contributory Pension Scheme (up to 7% of annual salary). Free onsite evening bar in the Sports Interactive London HQ. A well-stocked breakfast bar with cereals, fruits, teas, and coffees. Regular events in collaboration with our partnered football clubs. Access to our on-site physical and massage therapist services. Multiple clubs and societies to join e.g., book club and art workshops. Free access to games released under the SEGA Europe umbrella. A range of Gym Membership options through our Benefits partners. Fully Subsidised Healthcare and Dental Plans. Free Travel Insurance for yourself and your family. A personalized football shirt upon passing probation.

What is it like to work here?

We approach everything with passion, whether that is making our mark on the gaming and football industries or doing our bit for the world around us. We want to share that outlook with everyone who shows up to work here each day. For us, talent wins games, but teamwork wins titles. Collaboration is the key to constantly topping our best. We believe everyone matters, no matter which part of the business you are in, so we encourage and support our people in driving your own growth and realising your full potential. But, more than anything else, we are a team. A team with a down-to-earth dynamic, that has a lot of fun doing what we do.

And whether that’s technical tweaks or fine-tuning our creative process, everything is geared at producing the best game possible for our players. To do that, we need to be tenacious and move quickly, and not be afraid of switching things up. It is these principles that have enabled us to produce a game that has defined year after year, and that will continue to push us for many more to come.

Our flexible working culture gives you the opportunity to optimise your workload, with in-office, hybrid, and remote working options dependent on role. So, if you want a work/life balance, we are behind you. Because while we live to create extraordinary games, we know that is not all you have got going on. You can trust that we always keep things in perspective, fostering an environment where work can be more than just a job.

We’re also a London Living Wage employer, boast one of the lowest staff turnover rates in the industry and are proud to have won the ‘Best Places to Work’ award by Gamesindustry.biz in large company category in 2023.

We are proud to be an equal opportunities employer and encourage applications from any relevant candidate irrespective of sex, race, disability, age, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, religion, or belief.

SI is proudly a Disability Confident Committed employer, and we are dedicated to ensuring our recruitment process is inclusive and accessible. Our studio has disabled access and facilities but please ensure you advise us if you require any other reasonable adjustments to be made to support you during the recruitment process.

Our Values:

Keep collaborating: Teamwork wins titles - Here, ideas belong to everyone, whatever department you’re part of. Collaboration lets us score more as a team than we could individually.

Be flexible: We think fast and adapt faster. The football and entertainment worlds never stand still, so we keep progressing and switching things up to stay ahead.

Stay Tenacious: We don’t overlook the details. Everything we do is about producing the best game possible, in other words, never settle.

Show Ambition: Let your drive lead the way - Your individual outlook can give everyone the edge. Make the studio’s purpose personal and let your drive lead the way.

Bring the Passion: Have fun doing your thing - Don’t be fooled, what we do is not a game. Making our players’ passion come to life is our passion.

Consider the Bigger Picture: Keep things in perspective - We want our impact to be a positive one. From built-in work/life balance to initiatives covering the most important topics of today, we have what matters in focus.