Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity?
The role of Team-IT at Intercom is to offer outstanding IT experience by providing efficient and productive support in our Dublin office. We directly support Audio & Video conferencing systems, troubleshoot and resolve issues with hardware, software, and third-party tools. We manage all user access and provisioning while maintaining and strengthening a robust infrastructure to reinforce and build better efficiency.
We also manage a complex stack of applications and their integrations while practicing heavy awareness and care for security. We have a very cohesive team that is consistently raising the bar for IT excellence in our industry. We always step up and make the most out of opportunities to better the IT needs of Intercom. Now is the time, more than ever, to make sure our employees and Intercom are well taken care of and happy with their tech needs.
What will I be doing?
- You will be working with a team and be the frontrunner for all end-user support. We are expecting impactful work from a motivated individual that wants the best for oneself and one's team.
- You’ll lead our new hire sessions in the office, along with setting up both Apple & Windows devices.
- Providing exceptional customer support via our internal ticketing system - we run on Intercom
- You will be in charge of account provisioning and de provisioning, onboarding and offboarding processes, and maintaining the stack of applications and their integrations contained within our environment.
- Coming up with and documenting processes for how we work and supporting our end-users.
- Contributing to the maturity process of the team as a whole while managing your work projects.
What skills do I need?
- College level degree in the relevant field or experience to make up for lack thereof.
- You love helping people and working with a team.
- Ability to solve hardware and software problems while also implementing/documenting ways or processes to avoid them in the future.
- Experience in hosting productivity and communications applications (GSuite, for example) and the ability to train and help employees on their use. Also experience in the implementation, management, and use of SSO, 2FA, and MDM technology (Okta, Duo, JAMF, etc...) in an enterprise environment.
- Lastly, you must possess a wonderful passion for what you do, eager to learn and improve, and excited about technology and the future of the Internet and IT. With the ambition to be part of the best IT team in the industry.
Bonus skills & attributes
- Relevant certifications (Casper/JAMF certs, A+, Network+, Okta Admin, AWS certs, etc…)
- Experience with Audio/Video and Video Conference systems across our offices. This includes technologies like Google Meet and hardware like TVs, projectors, speakers, microphones, cameras, etc.
- Cloud-heavy infrastructure experience
- Buildout experience
- GitHub knowledge
- Automation w/ Okta Workflows, BetterCloud, etc…
- Scripting knowledge
- Slack admin knowledge
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!
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Open vacation policy and flexible holidays so you can take time off when you need it
- 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
Please note: For this role, we can only hire permanent residents of Ireland.
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 two 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.
Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
