IT Helpdesk Engineer

Creative Assembly; City of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading interactive entertainment company in London is seeking an IT Helpdesk Engineer to provide first-line technical support. The ideal candidate will resolve technical issues, maintain IT operations, and ensure employees have the necessary tools. The role requires proficiency in Windows and macOS environments, along with a CompTIA A+ certification. This is a full-time in-studio position with a competitive salary and extensive benefits.

Benefits

Discounted gym membership

Lunch & learn sessions

Flexible working hours

Comprehensive benefits package

Qualifications

• Experience in technical support across various platforms.
• Good troubleshooting skills in Windows and macOS environments.
• Ability to maintain compliance with IT policies.

Responsibilities

• Monitor and respond to service requests promptly.
• Assist with onboarding and offboarding processes for user accounts.
• Maintain user devices and IT documentation.

Skills

Technical support

Windows operating systems

macOS support

Active Directory

O365 proficiency

Education

CompTIA A+ certification

Tools

ManageEngine Endpoint Central

Microsoft Intune

Jamf

Job description

Overview

Location: Creative Assembly, Horsham. This role is in-studio only and cannot be offered as hybrid or fully remote.

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.

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 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.
• 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.

A Bit 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. 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 Way

We 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 work place you’ll never want to leave!

• Work from Anywhere for a temporary period each year (restrictions apply)
• VISA and relocation packages for you and your family
• Relocation support
• Personalised career development and training
• Opportunity to attend and speak at global events
• Enhanced maternity and paternity, health, dental and pension options for you and your family