Senior IT Helpdesk Engineer

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

Job summary

A leading interactive entertainment company in London is seeking an IT Support professional to provide on-site and remote technical assistance. The role involves collaborating with tech teams and mentoring junior staff. Ideal candidates should have strong problem-solving skills and passion for customer service. This position comes with various perks, including gaming sessions and health benefits.

Benefits

Lunchtime gaming sessions

Free SEGA games

Discounted gym memberships

Flexible working hours

Qualifications

• 5+ years' experience in an IT Support role is beneficial but not essential.
• Supervisory or team leadership experience is desirable.
• Self-motivated with a passion for excellent customer service.

Responsibilities

• Provide on-site and remote technical support for 2nd line hardware and software issues.
• Assist in onboarding and offboarding IT equipment.
• Collaborate with central Technology Services teams for service issues.

Skills

Customer service

Problem-solving

Technical support

MacOS

Windows OS

Active Directory

Microsoft 365

Atlassian products

Tools

Jamf

Intune

ManageEngine Endpoint Central

Jira

Confluence

Job description

PERMANENT

DEPARTMENT: 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. The role requires on-site presence 3-4 days per week.

KEY RESPONSIBILITIES

· Provide on-site and remote technical support for 2nd line hardware, software, and network issues and requests.

· Support and advise Junior Service Desk team members in troubleshooting incidents, requests, device administration, maintenance, and user applications.

· Collaborate with the central SEGA Technology Services teams (Infrastructure, Cloud, Security, Helpdesk) to ensure seamless service and issue resolution.

· Prioritize and manage IT requests and incidents through the Sports Interactive IT Service Desk system.

· Liaise with vendor support teams for troubleshooting hardware and applications outside the scope of the IT Services team.

· Assist in onboarding new starters, ensuring all PCs, laptops, software, peripherals, and accounts are operational on day one.

· Assist in offboarding leavers, ensuring hardware is returned and accounts/licenses revoked.

· Maintain accurate hardware asset inventories and ensure desktops and laptops are patched appropriately, reporting monthly.

· Undertake small to medium-sized IT projects to improve team efficiency and add value to the studio.

· Create and maintain accurate IT documentation.

· Provide excellent customer service, managing expectations and communications throughout ticket lifecycle, promoting continuous improvement, collaboration, and technical ownership.

· Assist in setting up IT/AV equipment for studio live events.

KNOWLEDGE, SKILLS & EXPERIENCE

· 5+ years' experience in an IT Support role is beneficial but not essential.

· Supervisory or team leadership experience is desirable.

· Logical approach to incident resolution and quick problem-solving skills.

· Self-motivated with a passion for excellent customer service.

· Enthusiasm for latest hardware technology and components.

· Strong MacOS and Windows OS expertise, including Device Management solutions (Jamf, Intune, ManageEngine Endpoint Central).

· User administration experience in Active Directory, EntraID, Azure, and O365.

· Experience troubleshooting in Microsoft 365 Suite (Outlook, Teams, OneDrive, SharePoint, Office).

· Familiarity with Atlassian products such as Jira and Confluence.

· Knowledge of network principles, protocols, security, and bandwidth management.

· Willingness to learn and ability to work well under pressure, prioritizing tasks effectively.

· Experience with helpdesk ticketing systems like Manage Engine Service Desk Plus and Fresh Service.

· Experience with Logitech meeting room equipment.

A BIT 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 in bringing their creative visions to life, with teams in Tech, Sales, Marketing, Finance, QA, and more.

We drive our Western business’s success by embodying our values: being product-focused, fostering partnerships, and having fun, aiming to unite as One SEGA.

WORKING THE SEGA WAY

We believe great games come from great people. We offer various perks, including lunchtime gaming sessions, tournaments, free SEGA games, daily fresh fruit, discounted gym memberships, ride-to-work schemes, yoga classes, in-house massages, and a comprehensive benefits package including life assurance, income protection, private healthcare, dental, and pension schemes. We also host regular social events and promote flexible working hours.

We are committed to diversity and inclusion, welcoming applicants from all backgrounds. Check out our Careers website to learn why SEGA is a place you'll want to stay with!