Company Overview
SEGA and Creative Assembly have joined forces in a state-of-the-art office in Sofia’s Business Park; we are having two fast-growing and highly ambitious groups under one roof!
SEGA is one of the leading interactive entertainment companies in the world. Our best-in-class Sofia-based centre is dedicated to serving SEGA’s Development teams by providing quality, timely, and effective QA services.
Creative Assembly is one of Europe's leading games development studios with a heritage of award-winning AAA titles. United through the values of Quality, Focus, Teamwork, Respect and Trust, the studio is all about the right people making the best games. Winner of multiple Best Place to Work Awards, we house many talented people, from juniors to industry veterans who constantly challenge us and make sure we are striving for the best within our games and our studio life.
Together we are fostering opportunities for career progression; each area having its’ own identity and culture with the shared goal of making great games for SEGA of Europe. If you’d like to be a part of this amazing gaming powerhouse in Sofia, then this is the right place for you!
Position Overview
We are seeking a Junior IT Helpdesk Technician for a fixed-term contract for 12 months 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
