Senior IT Helpdesk Engineer

SEGA; United Kingdom; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading interactive entertainment company in London is seeking an experienced IT Support Technician to provide on-site helpdesk support, manage IT incidents, and assist with hardware and software issues. The role requires strong problem-solving skills, customer service orientation, and experience with helpdesk systems. Enjoy a range of employee benefits, including gaming sessions, gym discounts, and professional development opportunities, in a collaborative and inclusive environment.

Benefits

Lunch gaming sessions

Gym discounts

In-house massages

Qualifications

• 5+ years in IT support preferred.
• Supervisory or team leadership experience is desirable.
• Enthusiasm for new hardware technology.

Responsibilities

• Provide on-site and remote support for IT issues.
• Advise junior team members in troubleshooting.
• Manage IT requests via the Service Desk.

Skills

Logical problem-solving skills

Strong MacOS skills

Strong Windows OS skills

Customer service focus

Experience with helpdesk systems

Tools

Manage Engine Service Desk Plus

Fresh Service

Microsoft 365 applications

Job description

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PERMANENTDEPARTMENT: Tech Services
BASED AT: London, Sports Interactive
REPORTING TO: Head of Corp Infrastructure

POSITION OVERVIEW

This role is part of the tech services team, primarily supporting Sports Interactive IT helpdesk support engineers. It requires on-site presence 3-4 days per week.

KEY RESPONSIBILITIES

• Provide on-site and remote support for hardware, software, and network issues.
• Support and advise junior team members in troubleshooting, device administration, and user applications.
• Collaborate with central SEGA Technology Services teams to ensure seamless service.
• Manage IT requests and incidents via the Sports Interactive IT Service Desk system.
• Liaise with vendor support for hardware and application issues outside the team’s scope.
• Assist in onboarding new staff, ensuring all equipment and accounts are ready.
• Manage offboarding, ensuring hardware return and account/license revocation.
• Maintain hardware inventories and ensure OS patches are up-to-date.
• Undertake small to medium IT projects to improve team efficiency.
• Create and maintain IT documentation.
• Provide excellent customer service and manage communication throughout ticket lifecycle.
• Promote continuous improvement, collaboration, and technical ownership.
• Assist in setting up IT/AV equipment for studio events.

KNOWLEDGE, SKILLS & EXPERIENCE

• 5+ years in IT support preferred but not essential.
• Supervisory or team leadership experience is desirable.
• Logical problem-solving skills and quick incident resolution.
• Self-motivated with a focus on customer service.
• Enthusiasm for new hardware technology.
• Strong MacOS and Windows OS skills, including device management tools.
• Experience with Active Directory, EntraID, Azure, and O365.
• Proficient in Microsoft 365 applications and Atlassian tools.
• Understanding of network principles and security.
• Willingness to learn and ability to work under pressure.
• Experience with helpdesk systems like Manage Engine Service Desk Plus and Fresh Service.
• Familiarity with Logitech meeting room equipment.

ABOUT SEGA

SEGA is a leading interactive entertainment company with European HQ in West London and studios across the UK and Bulgaria. Our studios include Sports Interactive, Two Point Studios, Hardlight, and Creative Assembly.

Our publishing team in London supports our studios' creative visions and fosters a vibrant community with tech, sales, marketing, finance, QA, and more. We are committed to our values of product focus, true partnerships, and fun, aiming to unite as One SEGA.

WORKING THE SEGA WAY

We believe in taking care of our people to make the best games. Enjoy our lunchtime gaming sessions, tournaments, and free Steam games. Benefit from fresh fruit, gym discounts, ride-to-work schemes, yoga classes, and in-house massages. Our benefits include life assurance, private healthcare, dental insurance, and a contributory pension. We offer competitive salaries and bonuses, with regular social events and flexible hours.

We value diversity and inclusion, welcoming applicants from all backgrounds. Join us and discover why SEGA is a workplace you’ll never want to leave!