Senior IT Helpdesk Engineer
PERMANENTDEPARTMENT: Tech ServicesBASED AT: London, Sports InteractiveREPORTING TO: Head of Corp Infrastructure
POSITION OVERVIEWThis role forms part of the tech services team, predominantly supporting sports interactive it helpdesk support engineers. this 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 the Junior Service Desk team members in troubleshooting incidents and requests, administration, maintenance of devices, and user applications· Collaborate with the central SEGA Technology Services teams (Infrastructure, Cloud, Security, and Helpdesk) to ensure seamless service and issue resolution.· Prioritise and manage IT requests and incidents made to Sports Interactive IT Service Desk system· Liaise with vendor support teams on troubleshooting hardware and applications that are out of the scope of the IT Services team· Assist in the onboarding process of new starters, ensuring that all PCs, laptops, software, peripherals, and accounts are working on the first day· Assist in the offboarding process of leavers, ensuring that all hardware is returned, and accounts and licenses are revoked· Ensure accuracy of hardware asset inventories and that all desktops and laptops OS are patched to the appropriate levels, reporting on progress monthly· Undertake small to medium-sized IT Projects that contribute to the efficiency of the IT Team and add value to the studio· Create and maintain accurate IT documentation· Provide a high level of customer service, managing the studio teams' expectations and communications throughout the lifecycle of each ticket- Promote a culture of continuous improvement, collaboration, and technical ownership.· Assist in setting up IT/AV equipment for studio live events
KNOWLEDGE, SKILLS & EXPERIENCE
· 5+ years' experience working in an IT Support Role would be beneficial but not essential· Supervisory or Team Leader experience would be desirable· A logical approach to solving incidents and a desire to resolve issues as quickly as possible· Self-motivated and gains satisfaction from providing excellent customer service· Enthusiasm for new/latest hardware technology and components· Strong MacOS and Windows OS expertise, including Device Management solutions (Jamf, Intune, ManageEngine Endpoint Central)· User administration in Active Directory, EntraID, Azure and O365· Administration of, troubleshooting, and resolving issues in the Microsoft 365 Suite of Applications – Outlook, Teams, OneDrive, SharePoint and Office· Atlassian products; Jira and Confluence· Network principles e.g. topology, protocols, addressing, DHCP, DNS, security (firewalls, VPNs), and bandwidth· A strong willingness to learn and the ability to work well within a team, under pressure and to prioritise tasks based on a variety of factors· Helpdesk ticketing systems such as Manage Engine Service Desk Plus and Fresh Service· Logitech meeting rooms equipment A BIT ABOUT SEGASEGA 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. Here we have a hardworking bunch of people spanning 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.
WORKING THE SEGA WAYWe believe that making the best games relies on having the best people, so we make sure that we look after ours…
For our gaming buffs, you can get involved in our lunchtime get gaming sessions in our games lounge and Club SEGA, regular gaming tournaments and free SEGA games on Steam.
If you're more of a foodie, you can take advantage of fresh fruit and cereal every single day.
Fitness fanatics will love our discounted gym membership, ride to work scheme, workout area and bootcamps in the business park. You can find your zen with weekly yoga classes as well as in-house massage therapy.You'll have access to a comprehensive benefits package that includes life assurance, income protection, private healthcare & dental insurance schemes and an enhanced contributory pension scheme. We offer competitive salaries and a fantastic bonus scheme so that you can stay motivated and focused on making SEGA the best it can be.We hold regular lunch & learn sessions, company updates at incredible venues in Central London and Christmas parties that you’ll want to brag to your mates about! What’s not to love?We pride ourselves on having flexible working hours to ensure that you have a life outside of the office.We want people of all backgrounds to see themselves represented and included in our work, so we actively seek to diversify our team and bring more voices to the table. All applicants are welcome! And that’s just the tip of the iceberg. Check out our Careers website to find out why we are a workplace you’ll never want to leave!