IT Operations Engineer

The IT Operations Engineer at Intercom is crucial for maintaining a seamless tech experience in the Chicago office. They provide hands-on support for employees, manage account provisioning, troubleshoot hardware and software issues, and oversee automation projects to improve efficiency. This role combines traditional IT support with innovative technology solutions, making it pivotal to Intercom's operations.

To qualify for the IT Operations Engineer position at Intercom, candidates should have a passion for automation and continuous learning. Essential skills include proficiency in systems like JAMF and Okta, basic scripting abilities, experience with AV systems, and a solid understanding of productivity applications. Relevant certifications and experience in cloud-heavy infrastructure are also advantageous for applicants.

At Intercom, IT Operations Engineers work in a highly collaborative and supportive environment. The role requires four days in-office presence, fostering teamwork and connection among colleagues. Intercom prides itself on an open culture focused on innovation and professional development, allowing team members to thrive in their roles.

Intercom is committed to the professional growth of its IT Operations Engineers through various opportunities for continuous learning, participation in cross-functional projects, and access to advanced technologies. Regular compensation reviews also ensure that their contributions are recognized and rewarded, allowing for personal and career advancement in this dynamic field.

Intercom fosters a radically open and accepting culture, avoiding divisive subjects, which allows IT Operations Engineers to focus on their work and collaboration. The emphasis on community, together with fun events and a supportive team environment, ensures that employees can thrive both professionally and personally.

When answering this question, it's beneficial to highlight specific tools you’ve used, such as low/no-code platforms, alongside any scripting experience. Discuss how you've applied these tools to streamline processes, particularly in a fast-paced environment, demonstrating your proactive approach toward improving systems.

To effectively answer this, share your method for assessing urgency and impact. Discuss your experiences with ticketing systems and how you communicate with users to understand their issues, ensuring that you prioritize critical requests that affect overall productivity.

You can explain your commitment to continuous learning through attending workshops, webinars, and reading industry publications. Highlight any recent technologies or trends you’ve integrated into your previous roles, and express your enthusiasm for leveraging new advancements in your work at Intercom.

In your answer, provide a clear example that highlights your analytical skills and problem-solving approach. Discuss the steps you took to diagnose the issue, the solution implemented, and the positive outcome it had on the team or organization, showcasing your ability to handle complex challenges.

Talk about your experience using communication tools effectively, such as Slack or project management software. Emphasize the importance of transparency, regular check-ins, and maintaining open lines of dialogue with colleagues, especially when participating in cross-functional projects.

Be specific about the tools you've used (like Oomnitza or Jira) and describe how you've leveraged these systems for effective asset tracking. Detail how you ensured hardware was appropriately managed and accounted for, leading to greater operational efficiency.

Outline your hands-on experience with various AV systems, detailing scenarios where you've set up or troubleshot equipment for meetings and events. Mention specific technologies you've worked with (like Google Meet or conferencing hardware) and how your support contributed to successful company events.

Highlight your systematic approach to onboarding and offboarding procedures. Describe how you ensure a smooth transition for employees, including account setups, training on tools, and deactivation of access, stressing the importance of security and employee experience.

Discuss your methodology for introducing new technologies, which includes assessing employee needs, testing solutions, and providing thorough training. Highlight the importance of feedback loops in refining new processes and ensuring the technology effectively meets the team's requirements.

Convey your enthusiasm for Intercom's mission and core values. Emphasize your passion for technology and IT operations, and how you align with the company's focus on innovation and customer experience. Share specific aspects of the role or company culture that resonate with your professional goals.