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.

As an IT Helpdesk & Security Engineer at SEGA Europe Ltd, based in one of our UK studios or at our London HQ, you’ll be the first line of technical assistance, keeping the studio shipping out great games. You’ll also help act as the first line of defence when a phishing email, dodgy download, or compromised endpoint tries to crash the party. It’s the best of both worlds: classic IT helpdesk meets hands-on security engineering, rolled into one.
If you're the kind of person who loves a well-triaged ticket queue and gets a kick out of chasing down the story behind a suspicious process, this is your kind of side quest. You'll play a vital role in making sure everyone across the business has the tools to do their best work, and the confidence that their devices, accounts, and data have someone watching the perimeter. Your mission: deliver exceptional white glove support, work shoulder-to-shoulder with the Cyber Security team to triage and investigate incidents on endpoints, and keep SEGA's technology smooth, secure, and ready for whatever the next release throws at it.

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.
• Act as a first responder for suspected security incidents on endpoints, working alongside the Cyber Security team to triage, contain, and escalate as appropriate.
• Capture forensic images from suspected compromised endpoints using industry-standard tooling (e.g. FTK Imager), preserving chain of custody and collecting relevant volatile data, logs, and artefacts to support DFIR investigations.
• Support phishing triage and response, including reviewing user-reported messages, pulling headers and indicators, and assisting with investigations in Microsoft 365 Defender.
• Occasional travel to HQ or other studios may be required.

Knowledge, Skills and Experience
Essential

• Strong hands-on experience with Windows operating systems, including troubleshooting and system maintenance.
• Capable of supporting in-person users with both technical troubleshooting, and with hands-on support (e.g. cable management, workstation setup, etc).
• Foundational understanding of Active Directory and Microsoft Entra ID
• Bachelor’s Degree in Cyber Security, or security focused certification
• Experience working with the Microsoft 365 suite, including Teams, SharePoint, OneDrive, and Exchange.
• Practical ability to acquire a forensic image from a suspected compromised endpoint (Windows and/or macOS), preserving chain of custody and producing verifiable hashes, using tooling such as FTK Imager, KAPE, or equivalent.
• Working understanding of core security tooling, including EDR (e.g. Microsoft Defender for Endpoint), SIEM (e.g. Microsoft Sentinel, Sumo Logic, Chronicle), and enterprise email security, sufficient to support incident triage and evidence collection.
• Awareness of common attacker techniques (e.g. MITRE ATT&CK) and how they manifest on endpoints, plus basic log analysis skills (Windows Event Logs, Unified Audit Log, Sysmon).

Desirable

• Proficiency with macOS environments and support practices.
• 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.
• ITIL Foundation certified (v3 or v4), with the ability to demonstrate a clear understanding of IT service management principles.
• CompTIA A+ certified, with a solid grounding in hardware, software, and support fundamentals.
• Security-focused certifications such as GCIH, GCFA or equivalent.
• Hands-on familiarity with DFIR tooling such as KAPE, Velociraptor, Autopsy, EnCase, or Magnet AXIOM, and an understanding of how to collect volatile data (memory, running processes, network connections) from a live endpoint.

Soft Skills

• Excellent communication skills, with a talent for translating technical concepts into clear, accessible language.
• Strong problem-solving abilities and a proactive mindset for approaching technical challenges head-on.
• Strong interpersonal skills and a collaborative spirit that thrives in team environments.
• Highly organised 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

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!