IT Operations Specialist

IT Operations Specialist

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 30,000 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.

What's 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 - we oversee a complex stack of applications and integrations, continuously refining processes to enhance efficiency and security. We take a proactive approach to automation, leveraging low/no-code platforms and scripting to reduce manual effort and scale our impact.

As an IT Operations Specialist, you will be at the forefront of technical support and automation, ensuring our IT infrastructure remains robust and adaptable. You will work closely with cross-functional teams to improve processes, drive operational excellence and contribute to the evolution of IT at Intercom. Our team is highly collaborative, constantly pushing the bar for excellence and seizing every opportunity to improve the tech experience for our employees.

What Will I Be Doing?

• Work as part of a global team, serving as the point of contact for end-user support in our Dublin office.
• 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.
• Contribute to cycle planning, align with broader team programs and effectively manage your work and projects.
• Participate in high-impact, cross-functional projects that drive business and operational improvements.
• User hardware setup and provisioning - Apple, Windows etc.

What Skills Do I Need?

• A passion for systems, automation and continuous skill development in a fast-paced environment.
• A college-level degree in a relevant field or equivalent experience.
• JAMF and Okta Admin certification or equivalent hands-on experience.
• Basic scripting proficiency.
• Ability to troubleshoot and resolve hardware and software issues while implementing/documenting solutions to prevent recurrence.
• Experience managing productivity and communication applications (e.g., Google Workspace) and the ability to train employees in their use.
• Experience with tracking hardware via an asset management tool (Oomnitza, Jira etc)
• A strong passion for technology, eagerness to learn and a drive to continuously improve.

Bonus Skills & Attributes

• Relevant certifications (A+, Network+, AWS certs, Google Admin, etc…)
• Programming language proficiency, e.g. Ruby, Python, Perl etc… Note that the language doesn't 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 there's something important to you that's 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 you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done

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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