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Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is designed to transform the way businesses interact with their customers through AI. 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. 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 cohesive team that is consistently raising the bar for IT excellence in our industry. Now is the time to ensure our employees and Intercom are well taken care of and happy with their tech needs.
What will I be doing?
1. You will be working with a team and be the frontrunner for all end-user support.
2. You’ll lead our new hire sessions in the office, along with setting up both Apple & Windows devices.
3. Providing exceptional customer support via our internal ticketing system.
4. You will be in charge of account provisioning and deprovisioning, onboarding and offboarding processes, and maintaining the stack of applications and their integrations.
5. Documenting processes for how we work and supporting our end-users.
6. Contributing to the maturity process of the team while managing your work projects.
What skills do I need?
1. College level degree in the relevant field or equivalent experience.
2. Love helping people and working with a team.
3. Ability to solve hardware and software problems while implementing/documenting processes to avoid them in the future.
4. Experience in hosting productivity and communications applications (e.g., GSuite) and the ability to train employees on their use.
5. Experience with SSO, 2FA, and MDM technology (Okta, Duo, JAMF, etc.) in an enterprise environment.
6. Passion for technology and eagerness to learn and improve.
7. Experience with Audio/Video and Video Conference systems.
8. Cloud-heavy infrastructure experience.
9. Buildout experience.
10. GitHub knowledge.
11. Automation with Okta Workflows, BetterCloud, etc.
12. Scripting knowledge.
13. Slack admin knowledge.
We offer competitive salary and equity in a fast-growing start-up. Other benefits include:
* Lunch every weekday, plus a fully stocked kitchen.
* Comprehensive health and dental insurance for you and your dependents.
* Open vacation policy and flexible holidays.
* Paid maternity leave and 6 weeks paternity leave.
* Cycle-to-Work Scheme with secure bike storage.
* MacBooks as standard equipment.
Please note: For this role, we can only hire permanent residents of Ireland.
Intercom has a hybrid working policy. We expect employees to be in the office at least two days per week.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. We will not discriminate against any applicant or employee on the basis of legally recognized protected basis under federal, state, or local law.
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