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.

Position Overview  

We are seeking an IT Helpdesk Technician to join our burgeoning team in Sofia. This role is an excellent entry point into the world of IT within a globally renowned company. The successful candidate will provide first-line support across various IT issues, ensuring smooth and effective technical operations. You will have the opportunity to work with a diverse, talented team and receive guidance from seasoned professionals within SEGA's extensive IT network.  

Key Responsibilities  

• Provides first-line support for technical issues to all company employees on site or remotely. 

• Monitor and address tickets within the ticketing systems, ensuring prompt resolution or subsequently escalated to the next level of support. 

• Collaborate with the Network/Security team for continuous feedback and efficient incident handovers. 

• Provides orientation and guidance to employees on how to operate new software and computer equipment. 

• Installs, configures, and maintains company hardware and software systems, including receiving and handing over equipment to new employees, internal transfers, and exits.  

•  Administer and manage specific aspects of Office 365, Active Directory, and other services, with a focus on Exchange Online, SharePoint, and Teams, tailoring solutions to meet business needs. 

• Documents support processes and solutions for customer configurations and internal inquiries. 

• Monitors system performance issues and troubleshoots related issues. 

• Confer with leads and management regularly to identify IT needs and determine how the desired results can be achieved. 

• Provide support for printers, scanners, and other peripheral equipment. 

• Experience of building PCs. 

• Ability to communicate in English. Established interpersonal and organizational skills. Must work well in a team-oriented environment. 

• Takes initiative and is willing to expand own horizon. 

• Willing to accept and provide direction, work well under pressure, and handle multiple tasks. 

• Complete all tasks in a timely manner and to a consistent high-quality standard. 

• Remains focused, motivated, and effective on all tasks through completion. 

• Good communication and writing skills and create documentation where required. 

• Directly responsible for adhering to all company policies and procedures. 

• Perform any other duties as assigned by Leads or Managers with accountability and responsibility defined prior to the commencement of these duties.  

Knowledge, Skills and Experience  

• Experience of working on a helpdesk 

• Inspire confidence and gain trust of the users 

• Work effectively as a team member 

• Work under stress and complete tasks assigned in a timely manner 

• Identify potential issues and resolve in a proactive manner 

• Experience in a customer support role 

• Pro-activeness to think ahead and identify tasks that need to be carried out and the motivation to complete these on own initiative 

• Ability to plan and carry out work when regularly unsupervised 

• Confident and professional in dealing with senior members of the company 

• Clear and concise communicator both written and verbally 

• Flexibility to react quickly, reschedule and prioritise workload 

• Confident in assessing situations and taking decisions solely when unsupervised 

• Basic understating of Networking LAN/WAN, IP addressing and troubleshooting 

• Good understanding of device management tools such as ME Endpoint Central, MS Intune  

• Knowledge of ticketing systems 

• IT Security knowledge 

• Must have good writing and communication skills in English 

• Outstanding organizational and time-management skills  

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 workplace you’ll never want to leave!