Overview
About Sega SEGA is one of the leading interactive entertainment companies in the world, with our European HQ based in West London and development studios spanning the UK and Bulgaria. Known for quality and creativity above all else, our studios include Sports Interactive, Two Point Studios, Hardlight and Creative Assembly. At the heart of SEGA is our publishing team based in London, where we help the studios bring their creative vision to life. Our team spans Tech, Sales, Marketing, Finance, QA and more. Together, we drive the continued success and evolution of our Western business through living our company values of being product focused, embracing true partnerships and always having fun so that we can strive to come together as One SEGA. As an IT Helpdesk Engineer at SEGA Europe Ltd, based in Creative Assembly\'s studio in Horsham, you’ll be the first line of technical assistance for our team. You’ll play a vital role in ensuring employees across the business have the tools and support needed to work efficiently. Your mission is to deliver an exceptional user experience by resolving technical issues promptly, maintaining smooth IT operations, and empowering our workforce through top-tier white glove support. This role could require flexibility for working from HQ and/or other studios if needed.
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 offboarding 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.
Qualifications
* Strong hands-on experience with Windows operating systems, including troubleshooting and system maintenance.
* Proficiency with macOS environments and support practices.
* Capable of delivering both physical IT support (e.g., cable management, workstation setup) and technical troubleshooting.
* Foundational understanding of Active Directory and Microsoft Entra ID.
* Experience working with the Microsoft 365 suite, including Teams, SharePoint, OneDrive, and Exchange.
* CompTIA A+ certified, with a solid grounding in hardware, software, and support fundamentals.
Desirable
* 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.
* TIL Foundation certified (v3 or v4), with the ability to demonstrate a clear understanding of IT service management principles.
Soft Skills
* Excellent communication skills, with a talent for translating technical concepts into clear, accessible language.
* Sharp problem-solving abilities and a proactive mindset for tackling technical challenges head-on.
* Strong interpersonal skills and a collaborative spirit that thrives in team environments.
* Highly organized 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.
Working the SEGA Way
* Flexible working hours to support a healthy work-life balance.
* Comprehensive benefits package including life assurance, income protection, private healthcare & dental insurance schemes and an enhanced contributory pension.
* Salary with a competitive bonus scheme, regular lunch & learn sessions, and company events.
* Access to gaming sessions, Club SEGA activities, and opportunities to engage with our gaming community.
* Commitment to diversity and inclusion; all applicants are welcome.
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