Senior IT Helpdesk Engineer

SEGA Europe; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading gaming company in London is seeking an experienced IT Support professional to join their Tech Services team. This role involves providing both on-site and remote support for hardware and software issues, managing helpdesk requests, and ensuring a high level of customer service. Ideal candidates will have substantial experience with MacOS, Windows, and network security principles. The position requires a presence in the office 3-4 days per week, fostering a collaborative team environment.

Benefits

Gaming sessions

Fitness programs

Health schemes

Social events

Qualifications

• 5+ years in IT Support (beneficial but not essential).
• Supervisory or team leadership experience (desirable).
• Ability to work under pressure and prioritize tasks.

Responsibilities

• Provide on-site and remote support for hardware, software, and network issues.
• Manage IT requests and incidents via the Sports Interactive IT Service Desk system.
• Assist in onboarding new staff, ensuring all equipment and accounts are ready.

Skills

Logical incident resolution skills

Self-motivated with a passion for customer service

Strong MacOS and Windows OS skills

Experience with user administration in Active Directory

Proficiency with Microsoft 365 applications

Understanding of network principles and security

Tools

Atlassian tools

Helpdesk ticketing systems

Logitech meeting room equipment

Job description

DEPARTMENT: Tech Services
BASED AT: London, Sports Interactive
REPORTING TO: Head of Corporate Infrastructure

POSITION OVERVIEW

This role is part of the tech services team, primarily supporting Sports Interactive IT Helpdesk Support Engineers. The role requires on-site presence 3-4 days per week.

KEY RESPONSIBILITIES

1. Provide on-site and remote support for hardware, software, and network issues.
2. Support and advise Junior Service Desk team members in troubleshooting, device management, and user applications.
3. Collaborate with SEGA Technology Services teams to ensure seamless service.
4. Manage IT requests and incidents via the Sports Interactive IT Service Desk system.
5. Liaise with vendor support for hardware and application troubleshooting.
6. Assist in onboarding new staff, ensuring all equipment and accounts are ready.
7. Assist in offboarding staff, ensuring hardware return and account/license revocation.
8. Maintain hardware asset inventories and ensure OS patching.
9. Undertake small to medium IT projects to improve team efficiency.
10. Create and maintain IT documentation.
11. Provide excellent customer service throughout ticket lifecycle.
12. Promote continuous improvement, collaboration, and technical ownership.
13. Assist in setting up IT/AV equipment for live events.

KNOWLEDGE, SKILLS & EXPERIENCE

• 5+ years in IT Support (beneficial but not essential).
• Supervisory or team leadership experience (desirable).
• Logical incident resolution skills.
• Self-motivated with a passion for customer service.
• Enthusiasm for hardware technology.
• Strong MacOS and Windows OS skills, including device management solutions.
• Experience with user administration in Active Directory, EntraID, Azure, and O365.
• Proficiency with Microsoft 365 applications and Atlassian tools.
• Understanding of network principles and security.
• Ability to work under pressure and prioritize tasks.
• Experience with helpdesk ticketing systems.
• Familiarity with Logitech meeting room equipment.

ABOUT SEGA

SEGA is a leading interactive entertainment company with European HQ in West London, including studios like Sports Interactive, Two Point Studios, Hardlight, and Creative Assembly. We foster a creative and inclusive environment, offering various benefits and engaging activities.

WORKING THE SEGA WAY

We believe in supporting our people through flexible working hours, diverse hiring, and a range of employee benefits including gaming sessions, fitness programs, health schemes, and social events. We are committed to diversity and inclusion. Check out our Careers website to learn more about why you'll love working here.