Senior IT Helpdesk Engineer

2K; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading entertainment company is seeking an IT support specialist for their tech services team. You will provide on-site and remote support, manage IT requests, and assist in onboarding. Ideal candidates will have strong problem-solving skills, experience in MacOS and Windows OS, and a customer-focused approach. This role requires a presence on-site 3-4 days a week and offers various employee benefits including health schemes and flexible working hours.

Benefits

Health schemes

Gym discounts

Social events

Flexible working hours

Qualifications

• 5+ years' experience in IT support is preferred but not essential.
• Supervisory or team leadership experience is desirable.
• Strong problem-solving skills and a customer-focused approach.

Responsibilities

• Provide on-site and remote support for hardware, software, and network issues.
• Support and advise junior team members in troubleshooting.
• Manage IT requests and incidents via the IT Service Desk system.
• Liaise with vendor support for hardware troubleshooting.

Skills

Problem-solving skills

Customer-focused approach

Enthusiasm for hardware technology

Ability to work under pressure

Tools

Jamf

Intune

ManageEngine

Active Directory

Azure

Office 365

Microsoft 365 applications

Jira

Confluence

ManageEngine Service Desk Plus

Freshservice

Job description

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 team members in troubleshooting, device administration, and maintenance.
3. Collaborate with central SEGA Technology Services teams to ensure seamless service.
4. Manage IT requests and incidents via the IT Service Desk system.
5. Liaise with vendor support for hardware and application troubleshooting.
6. Assist in onboarding new starters with setup of hardware, software, and accounts.
7. Assist in offboarding leavers, ensuring hardware return and account/license revocation.
8. Maintain hardware asset inventories and ensure OS patching, reporting monthly.
9. Undertake small to medium IT projects to improve team efficiency.
10. Create and update IT documentation.
11. Provide excellent customer service and manage stakeholder expectations.
12. Assist in setting up IT/AV equipment for live studio events.

KNOWLEDGE, SKILLS & EXPERIENCE

1. 5+ years' experience in IT support is preferred but not essential.
2. Supervisory or team leadership experience is desirable.
3. Strong problem-solving skills and a customer-focused approach.
4. Enthusiasm for hardware technology.
5. Expertise in MacOS and Windows OS, including device management tools like Jamf, Intune, ManageEngine.
6. Experience with user administration in Active Directory, EntraID, Azure, and Office 365.
7. Proficiency in Microsoft 365 applications and Atlassian tools like Jira and Confluence.
8. Understanding of network principles and security protocols.
9. Ability to work under pressure and prioritize tasks effectively.
10. Experience with helpdesk ticketing systems such as ManageEngine Service Desk Plus and Freshservice.
11. Familiarity with Logitech meeting room equipment.

ADDITIONAL INFORMATION

SEGA is a leading entertainment company with a diverse portfolio and a vibrant company culture, offering various employee benefits, including health schemes, gym discounts, social events, and flexible working hours. We are committed to diversity and inclusion, welcoming applicants from all backgrounds. For more information, visit our Careers website.