IT Operations Specialist 1

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin the most advanced customer service AI agent on the market lets businesses deliver always-on impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30000 global businesses Intercom is setting the new standard for customer service. Driven by our core values we push boundaries build with speed and intensity and consistently deliver incredible value to our customers.

Whats the opportunity

At Intercom the IT Operations team is dedicated to delivering a five-star IT experience ensuring our employees have efficient reliable and productive support. Our team plays a crucial role in maintaining a seamless workplace IT experience supporting Audio & Video conferencing systems troubleshooting hardware software and third-party tools and managing user access provisioning and security.

This role goes beyond traditional IT support - its about creating a lasting impression through every interaction. From welcoming new Intercomrades during onboarding to resolving day-to-day IT needs youll be focused on delivering a five-star user experience. Youll take pride in ensuring our people feel supported empowered and confident with their technology contributing to a workplace where great support is a core part of the Intercom experience.

As an IT Operations Specialist you will be the first point of contact for employees IT needs ensuring a smooth and supportive technology experience. Youll assist with onboarding new Intercomrades managing IT assets and resolving day-to-day support requests with care and efficiency. This role is hands-on and people-focused - ideal for someone passionate about delivering great user experiences and eager to grow their technical and operational skills in a fast-paced collaborative environment.

What will I be doing

You will work as part of a global team serving as the point of contact for end-user support in our Dublin office. We are looking for a motivated individual who strives for excellence - both personally and as part of a team - while delivering impactful work.

• Provide help desk support to internal employees.
• Own account provisioning and deprovisioning onboarding and offboarding processes and the maintenance of our application stack and integrations.
• Work extensively with Jamf Okta Intune Jira and GitHub contributing ideas for management organisation and basic troubleshooting.
• Maintain and enrich our knowledge base with documentation to support end users and enhance our AI-driven help desk.
• User hardware setup and provisioning - Apple Windows etc.

What skills do I need

• Strong ability to troubleshoot and resolve hardware and software issues with a focus on documenting solutions to prevent recurrence.
• Experience supporting and onboarding users in a predominantly Mac environment.
• Genuine passion for IT support and continuous learning in a dynamic setting.
• Familiarity with MDM platforms for device management.
• Proficiency with support ticketing systems.
• Bachelors degree in a relevant field or equivalent practical experience.
• Hands-on experience managing productivity and communication tools (e.g. Google Workspace Okta Slack) and guiding users in their effective use.
• Experience tracking and maintaining IT assets through an asset management system (such as Oomnitza Jira or similar).

Bonus skills & attributes

• Basic scripting proficiency.
• Basic understanding and/or experience with automation.
• JAMF and Okta Admin certification
• Relevant certifications (A NetworkAWS certs Google Admin etc)
• Programming language proficiency e.g. Ruby Python Perl etc Note that the language doesnt have to be one that we use here!
• Cloud-heavy IT infrastructure experience.
• Experience with Office Buildouts.

Location

This is a primarily in-office role based in Dublin(Minimum 4 days per week).While some flexibility is available regular onsite presence is essential due to the hands-on nature of the work and responsibilities.

Benefits

We are a well treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave as well as 6 weeks paternity leave for fathers to let you spend valuable time with your loved ones
• If youre cycling weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard but we also offer Windows for certain roles when needed.

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race color religion creed national origin ancestry sex gender age physical or mental disability veteran or military status genetic information sexual orientation gender identity gender expression marital status or any other legally recognized protected basis under federal state or local law.

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