IT 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?

We've opened a brand new Intercom office in Berlin - and we're looking for our first ever IT hire to help bring it to life.

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 - it's about creating a lasting impression through every interaction, and as our first IT presence in Berlin, you'll have the unique opportunity to set the tone for how technology is experienced across our newest office. From welcoming new Intercomrades during onboarding to resolving day-to-day IT needs, you'll be focused on delivering a five-star user experience. You'll 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 in Berlin, ensuring a smooth and supportive technology experience. You'll 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?

On-Site (5 Days Per Week)

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?

You will work as part of a global IT Operations team, serving as the primary point of contact for end-user support in our new Berlin office. We're looking for a motivated self-starter who thrives in a fast-paced environment, takes ownership of their work, and holds themselves to a high standard - both individually and as part of a team.

Provide responsive, high-quality help desk support to internal employees, ensuring every interaction reflects our five-star IT standard.

Own account provisioning and deprovisioning, onboarding and offboarding processes, and the ongoing maintenance of our application stack and integrations.

Work extensively with Jamf, Okta, Intune, Jira and GitHub - contributing ideas for improved management, organisation and troubleshooting workflows.

Maintain and enrich our knowledge base with clear, accurate documentation to support end users and enhance our AI-driven help desk.

Handle user hardware setup and provisioning across Apple and Windows environments.

Manage and support AV technology across meeting rooms, including Google Meet hardware, ensuring a seamless conferencing experience for both in-person and remote participants.

Lead AV setup and technical delivery for internal events and presentations in our event space, from routine all-hands to larger setups.

Basic scripting proficiency.

Basic understanding and experience with automation.

Bonus skills & attributes

JAMF and Okta Admin certification

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.

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, annual bonus and equity

Regular compensation reviews - we reward great work!

Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

Generous paid time off above statutory minimum

Hybrid working

MacBooks are our standard, but we also offer Windows for certain roles when needed.

Fun events for employees, friends, and family!

#LI-Onsite

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.