Overview
Company: Sega Europe Ltd
Location: SEGA West London, Chiswick Business Park, Hybrid working (3-days per week in-office)
As an IT Helpdesk Engineer at SEGA Europe Ltd, based in our new vibrant west London office, 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.
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.
Essential Skills & Experience
* 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 (Non-Essential) Skills
* 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.
Personality (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.
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. Our studios include Sports Interactive, Two Point Studios, Hardlight and Creative Assembly. We promote a diverse, inclusive workplace and offer a range of benefits and opportunities for growth.
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