IT Helpdesk & Security Engineer – Permanent – SEGA Europe HQ – London – 5 days in-office

About SEGA

SEGA is one of the leading interactive entertainment companies in the world, headquartered in West London with development studios across the UK and Bulgaria.

Working Model: On‑site (5 days per week).

Location: 566 Chiswick High Rd, Building12, LondonW45AN, GB.

Role Summary

As an IT Helpdesk & Security Engineer at SEGA Europe Ltd, based at our London HQ, you’ll be the first line of technical assistance, keeping the studio shipping out great games. You’ll also act as the first line of defence against phishing, dodgy downloads, or compromised endpoints.

Key Responsibilities

• Monitor and respond to incoming incidents and service requests in a timely manner.
• Deliver technical support across multiple channels including email, Microsoft Teams, the service desk platform, and in‑person interactions.
• Assist with onboarding and off‑boarding processes for user accounts and hardware deployment or recovery.
• Proactively maintain user devices, ensuring compliance with company policies and standards.
• Create and maintain IT documentation in Atlassian Confluence, covering systems, solutions, and operational processes.
• Provide support for O365, Microsoft Entra, and other SaaS applications.
• Install and maintain a wide range of hardware and software to ensure optimal system performance.
• Act as a first responder for suspected security incidents on endpoints, working alongside the Cyber Security team to triage, contain, and escalate as appropriate.
• Capture forensic images from suspected compromised endpoints using industry‑standard tooling, preserving chain of custody and collecting relevant volatile data, logs, and artefacts to support DFIR investigations.
• Support phishing triage and response, including reviewing user‑reported messages, pulling headers and indicators, and assisting with investigations in Microsoft365 Defender.
• Occasional travel to HQ or other studios may be required.

Knowledge, Skills and Experience (Essential)

• Strong hands‑on experience with Windows operating systems, including troubleshooting and system maintenance.
• Capable of supporting in‑person users with technical troubleshooting and hands‑on support (e.g. cable management, workstation setup, etc).
• Foundational understanding of Active Directory and Microsoft Entra ID.
• Bachelor’s Degree in Cyber Security, or a security‑focused certification.
• Experience working with the Microsoft365 suite, including Teams, SharePoint, OneDrive, and Exchange.
• Practical ability to acquire a forensic image from a suspected compromised endpoint (Windows and/or macOS), preserving chain of custody and producing verifiable hashes, using tools such as FTK Imager, KAPE, or equivalent.
• Working understanding of core security tooling, including EDR (e.g. Microsoft Defender for Endpoint), SIEM (e.g. Microsoft Sentinel, Sumo Logic, Chronicle), and enterprise email security, sufficient to support incident triage and evidence collection.
• Awareness of common attacker techniques (e.g. MITRE ATT&CK) and how they manifest on endpoints, plus basic log analysis skills (Windows Event Logs, Unified Audit Log, Sysmon).

Knowledge, Skills and Experience (Desirable)

• Proficiency with macOS environments and support practices.
• Familiarity with ManageEngine Endpoint Central for device and asset management.
• Hands‑on experience with Microsoft Intune for mobile device and application management.
• Knowledge of Jamf for macOS device administration and support.
• Experience in supporting Microsoft Teams Room Systems, including setup and troubleshooting.
• ITIL Foundation certified (v3 or v4), with a clear understanding of IT service management principles.
• CompTIA A+ certified, with a solid grounding in hardware, software, and support fundamentals.
• Security‑focused certifications such as GCIH, GCFA or equivalent.
• Hands‑on familiarity with DFIR tooling such as KAPE, Velociraptor, Autopsy, EnCase, or Magnet AXIOM, and an understanding of how to collect volatile data (memory, running processes, network connections) from a live endpoint.

Soft Skills

• Excellent communication skills, with a talent for translating technical concepts into clear, accessible language.
• Strong problem‑solving abilities and a proactive mindset for approaching technical challenges head‑on.
• Strong interpersonal skills and a collaborative spirit that thrives in team environments.
• Highly organised and adaptable, with the ability to manage competing priorities in a dynamic setting.
• Naturally inquisitive, with a continuous drive to learn, grow, and stay ahead in a fast‑evolving tech landscape.

Benefits

• Comprehensive benefits package including life assurance, income protection, private healthcare and dental insurance schemes, and an enhanced contributory pension scheme.
• Competitive salaries and a fantastic bonus scheme.
• Flexible working hours to ensure work/life balance.
• Additional perks such as discounted gym membership, ride‑to‑work scheme, weekly yoga classes, in‑house massage therapy, access to a games lounge and free SEGA games on Steam.

All applicants are welcome! We actively seek to diversify our team and bring more voices to the table.