IT Operations Specialist 1

Intercom; Dublin; On-site; EUR 45,000 - 65,000; Full time

Job summary

A leading AI Customer Service company in Dublin is seeking an IT Operations Specialist to provide exceptional support to employees. You will manage IT assets, resolve support requests, and enhance user experiences through effective troubleshooting in a predominantly Mac environment. This in-office role requires a minimum of four days per week commitment, ensuring hands-on assistance to the team.

Benefits

Competitive salary and equity

Daily lunch and snacks

Pension scheme with up to 4% match

Health and dental insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme

Standard MacBooks provided

Qualifications

• Strong ability to troubleshoot and resolve hardware and software issues.
• Experience supporting and onboarding users in a predominantly Mac environment.
• Genuine passion for IT support and continuous learning.

Responsibilities

• Provide help desk support to internal employees.
• Own account provisioning and deprovisioning processes.
• Maintain and enrich our knowledge base with documentation.

Skills

Troubleshoot hardware

Support onboarding

Documentation skills

MDM platforms familiarity

Support ticketing systems

Communication tools management

Basic scripting

Cloud infrastructure experience

Programming languages proficiency

Education

Bachelor’s degree in a relevant field

Tools

Jamf

Okta

Jira

GitHub

Intune

Google Workspace

Slack

Job description

Overview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin lets businesses deliver always-on, impeccable customer service and transform their customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI-enhanced support for complex or high-touch queries that require a human agent. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses, driven by our core values of pushing boundaries, building with speed and intensity, and delivering value to our customers.

What’s the opportunity?

At Intercom, the IT Operations team is dedicated to delivering a five-star IT experience, ensuring employees have efficient, reliable and productive support. The team maintains 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. From welcoming new Intercomrades during onboarding to resolving day-to-day IT needs, you’ll focus on delivering a five-star user experience and ensuring our people feel supported, empowered and confident with their technology.

As an IT Operations Specialist, you will be the first point of contact for employees’ IT needs, assisting with onboarding new Intercomrades, managing IT assets and resolving day-to-day support requests with care and efficiency. This hands-on, people-focused role is ideal for someone passionate about delivering great user experiences and eager to grow technically and operationally 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 maintenance of our application stack and integrations.
• Work with Jamf, Okta, Intune, Jira and GitHub, contributing ideas for management, organization 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.
• Bachelor’s 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).
• Basic scripting proficiency.
• Basic understanding and/or experience with automation.
• JAMF and Okta Admin certification.
• Programming language proficiency, e.g. Ruby, Python, Perl, etc. Note that the language does not have to be the one used at Intercom.
• 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

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus snacks and a fully stocked kitchen
• Pension scheme & match up to 4%
• Life assurance and comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, and 6 weeks paternity leave for fathers
• Cycle-to-Work Scheme with secure bike storage
• MacBooks are standard; Windows available for certain roles when needed

Intercom has a hybrid working policy. We expect employees to be in the office at least three days per week.

EEO and Culture

Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate based on race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally protected basis. We foster a radically open and accepting culture and focus on doing incredible work to achieve our goals and unite the company through our core values.

How to apply

Interested in building your career at Intercom? We welcome you to apply and share your information through the standard company channels.