IT Operations Engineer

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.

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 — we oversee a complex stack of applications and integrations, continuously refining processes to enhance efficiency and security.

We take a proactive approach to automation, leveraging low/no‑code platforms and scripting to reduce manual effort and scale our impact. As an IT Operations Engineer, you will be at the forefront of technical support and automation, ensuring our IT infrastructure remains robust and adaptable. You will work closely with cross‑functional teams to improve processes, drive operational excellence and contribute to the evolution of IT  team is highly collaborative, constantly pushing the bar for excellence and seizing every opportunity to improve the tech experience for our employees.

This role currently requires four days in‑office per week.

• 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.
• Identify and solve automation and integration challenges at the team, organizational and business levels.
• Work extensively with Jamf, Okta, Intune, Oomnitza and Git Hub, 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.
• Contribute to cycle planning, align with broader team programs and effectively manage your work and projects.
• Participate in high‑impact, cross‑functional projects that drive business and operational improvements.
• Provide support for AV equipment across meeting rooms and event space; set up and run internal company events.
• User hardware setup and provisioning – Apple, Windows, etc.

• A passion for systems, automation and continuous skill development in a fast‑paced environment.
• A college‑level degree in a relevant field or equivalent experience.
• JAMF and Okta Admin certification or equivalent hands‑on experience.
• Experience building automations leveraging third‑party APIs through low/no‑code platforms.
• Basic scripting proficiency.
• Ability to troubleshoot and resolve hardware and software issues while implementing/documenting solutions to prevent recurrence.
• Experience managing productivity and communication applications (e.g., Google Workspace) and the ability to train employees in their use.
• Experience with tracking hardware via an asset management tool (Oomnitza, Jira, etc).
• Experience with AV and video conferencing systems, including Google Meet, TVs, projectors, speakers, microphones and cameras across office spaces.
• A strong passion for technology, eagerness to learn and a drive to continuously improve.
• Relevant certifications (A+, Network+, AWS certs, Google Admin, etc…)
• Programming language proficiency, e.g. Ruby, Python, Perl, etc. (the language does not have to be one we use).
• Cloud‑heavy IT infrastructure…