Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

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 Chicago 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 very cohesive team that is consistently raising the bar for IT excellence in our industry. We always step up and make the most out of opportunities to better the IT needs of Intercom. Now is the time, more than ever, to make sure our employees and Intercom are well taken care of and happy with their tech needs.

In this role, it is mandatory that you can come to our office on Fulton Street for 5 days per week.

What will I be doing? 🚀

You will be working with a team and be the frontrunner for all end-user support. We are expecting impactful work from a motivated individual that wants the best for oneself and one's team.

  • You will be in charge of account provisioning and de provisioning, onboarding and offboarding, and maintaining the stack of applications and their integrations contained within our environment. 
  • Working heavily in the Jamf, Okta, Intune, and GitHub environments, coming up with ideas on management and organization within them, and their basic troubleshooting. 
  • Coming up with and documenting processes for how we work and supporting our end-users. 
  • Contributing to the maturity process of the team as a whole while managing your work projects.

What skills do I need? 📖

  • College level degree in the relevant field or experience to make up for lack thereof.
  • You love helping people and working with a team.
  • Ability to solve hardware and software problems while also implementing/documenting ways or processes to avoid them in the future.
  • Experience with Audio/Video and Video Conference systems across our offices. This includes technologies like Google Hangouts and hardware like TVs, projectors, speakers, microphones, cameras, etc. and assist employees in getting the most out of them.
  • Experience in hosting productivity and communications applications (GSuite, for example) and the ability to train and help employees on their use. Also experience in the implementation, management, and use of SSO, 2FA, and MDM technology (Okta, Duo, JAMF, etc...) in an enterprise environment.
  • Lastly, you must possess a wonderful passion for what you do, eager to learn and improve, and excited about technology and the future of the Internet and IT. With the ambition to be part of the best IT team in the industry.

Bonus skills & attributes 🙌

  • Relevant certifications (Casper/JAMF certs, A+, Network+, Okta Admin, AWS certs, etc…)
  • Cloud-heavy infrastructure experience
  • Buildout experience
  • GitHub knowledge
  • Automation w/ Okta Workflows, BetterCloud, etc…
  • Scripting knowledge
  • Slack admin knowledge

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 and meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded!
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

The base salary range for candidates within the San Francisco Bay Area is $75,300 - $101,800. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).  

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 two 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.

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