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SEGA European Head Office

Senior IT Helpdesk Engineer

Full-Time 36000 - 60000 £ / year (est.) No home office possible

At a Glance

Tasks: Provide 2nd line IT support and assist junior team members in troubleshooting.
Company: Join SEGA, a leading interactive entertainment company with a vibrant culture.
Benefits: Enjoy perks like gaming sessions, free games, yoga classes, and flexible hours.
Why this job: Be part of a fun, collaborative environment that values creativity and teamwork.
Qualifications: 5+ years in IT support is a plus; passion for tech and customer service is essential.
Other info: On-site presence required 3-4 days a week; diverse and inclusive workplace.

The predicted salary is between 36000 - 60000 £ per year.

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!

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Senior IT Helpdesk Engineer employer: SEGA European Head Office

SEGA is an exceptional employer that fosters a vibrant and inclusive work culture, offering a range of benefits such as flexible working hours, health and wellness initiatives, and opportunities for professional growth. Located in London, the heart of the gaming industry, employees enjoy a dynamic environment with access to cutting-edge technology and the chance to collaborate with talented teams on exciting projects. With a commitment to diversity and a focus on employee well-being, SEGA is dedicated to creating a workplace where everyone can thrive.

Contact Detail:

SEGA European Head Office Recruiting Team

View SEGA European Head Office Profile

StudySmarter Expert Advice 🤫

We think this is how you could land Senior IT Helpdesk Engineer

✨Tip Number 1

Familiarise yourself with the specific technologies mentioned in the job description, such as Jamf, Intune, and Microsoft 365 Suite. Being able to discuss your hands-on experience with these tools during the interview will demonstrate your readiness for the role.

✨Tip Number 2

Showcase your problem-solving skills by preparing examples of past incidents you've resolved, particularly those involving hardware and software issues. This will help you illustrate your logical approach to incident resolution, which is crucial for this position.

✨Tip Number 3

Highlight any supervisory or team leadership experience you have, even if it's informal. The role involves supporting junior team members, so demonstrating your ability to mentor and guide others will set you apart from other candidates.

✨Tip Number 4

Research SEGA's company culture and values, especially their commitment to diversity and inclusion. Be prepared to discuss how your personal values align with theirs, as cultural fit is often just as important as technical skills in the hiring process.

We think you need these skills to ace Senior IT Helpdesk Engineer

Technical Support Expertise

Customer Service Skills

Problem-Solving Skills

Team Leadership

MacOS and Windows OS Proficiency

Device Management Solutions (Jamf, Intune, ManageEngine)

Active Directory and Azure User Administration

Microsoft 365 Suite Troubleshooting

Familiarity with Atlassian Products (Jira, Confluence)

Network Principles and Security Knowledge

Helpdesk Ticketing Systems Experience (Manage Engine Service Desk Plus, Fresh Service)

Logitech Meeting Room Equipment Familiarity

Project Management Skills

Documentation Skills

Ability to Work Under Pressure

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any supervisory roles or team leadership experience. Emphasise your technical skills with MacOS, Windows OS, and any specific tools mentioned in the job description.

Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and problem-solving. Mention specific examples of how you've successfully resolved IT issues in the past and how you can contribute to the Sports Interactive team.

Highlight Relevant Skills: Clearly outline your experience with helpdesk ticketing systems, user administration in Active Directory, and troubleshooting Microsoft 365 Suite applications. This will show that you have the necessary skills for the role.

Show Enthusiasm for Technology: Convey your enthusiasm for the latest hardware technology and components in your application. This aligns with the company's values and shows that you're passionate about the field.

How to prepare for a job interview at SEGA European Head Office

✨Showcase Your Technical Skills

Be prepared to discuss your experience with both MacOS and Windows OS, as well as any device management solutions you've used. Highlight specific examples of how you've resolved technical issues in the past.

✨Demonstrate Leadership Qualities

Since supervisory experience is desirable, share instances where you've led a team or mentored junior staff. Discuss how you approach problem-solving and support others in their development.

✨Emphasise Customer Service

This role requires excellent customer service skills. Be ready to provide examples of how you've managed customer expectations and communicated effectively throughout the ticket lifecycle.

✨Familiarise Yourself with SEGA's Culture

Research SEGA's values and culture before the interview. Understanding their focus on collaboration and fun can help you align your answers with what they are looking for in a candidate.

Senior IT Helpdesk Engineer

SEGA European Head Office

Senior IT Helpdesk Engineer

At a Glance

Senior IT Helpdesk Engineer employer: SEGA European Head Office

StudySmarter Expert Advice 🤫

✨Tip Number 1

✨Tip Number 2

✨Tip Number 3

✨Tip Number 4

We think you need these skills to ace Senior IT Helpdesk Engineer

Some tips for your application 🫡

How to prepare for a job interview at SEGA European Head Office

Senior IT Helpdesk Engineer

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