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.

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?

• 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.
• JAMF and Okta Admin certification.
• Programming language proficiency, e.g. Ruby, Python, Perl etc. – the language doesn’t have to be one that we use here!
• Cloud‑heavy IT infrastructure experience.
• Experience with Office Buildouts.

Benefits

• Competitive salary, annual bonus and equity.
• Unlimited access to Claude Code and best‑in‑class AI tools; experimentation & building is encouraged & celebrated.
• Generous paid time off above statutory minimum.
• MacBooks are our standard, but we also offer Windows for certain roles when needed.
• Fun events for employees, friends, and family.

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.

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.