IT user support - Google CCaaS & Microsoft Teams

* Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
** Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
*** About the role
** The Level 2 Help Desk Agent plays a key role in providing technical support for Google CCaaS and Microsoft Teams (UCaaS) environments. The agent acts as an escalation point for more complex requests and incidents forwarded by Level 1 colleagues, while working closely with telephony experts and technical teams (Cloud, Network, Security).This position is part of the Service Desk and focuses on ensuring efficient incident resolution, clear communication with users, and effective coordination with specialized teams to maintain the stability and performance of telephony and collaboration environments.
** What you'll do here:*
* * Provide Level 2 technical support for Google CCaaS and Microsoft Teams UCaaS platforms.
* Analyze, diagnose, and resolve technical incidents escalated from Level 1.
* Manage and track MACD service requests (Moves, Adds, Changes, Deletes).
* Perform proactive monitoring of environments and report anomalies to the appropriate teams.
* Maintain effective communication with users and internal teams to ensure complete follow-up on requests.
* Collaborate with Telephony, Cloud, Network, and Security expert teams to investigate and resolve complex incidents.
* Document resolution procedures in the knowledge base to improve support efficiency.
* Contribute to the continuous improvement of support processes and tools used by the Service Desk.
* Assist with testing and validation activities during platform updates or configuration changes.
** What you bring to the table:*
* * 1-3 years of experience as a help desk agent (L1 and L2) within a contact center or unified communications environment.
* Practical knowledge of Google CCaaS (CCAI Platform) and Microsoft Teams UCaaS, or other similar CCaaS solutions.
* Understanding of IP telephony concepts, including SIP, call routing, trunking, and network QoS.
* Familiarity with monitoring tools and incident management systems (Fresh Service, Service Now, Jira).
* Knowledge of identity management concepts (Azure AD, IAM, MFA).
* Ability to interpret technical logs and diagnostics.
* Strong customer service orientation, clear communication, and teamwork skills.
* Bilingual (French and English):
Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.
* No Canadian work experience required however must be eligible to work in Canada#LI-Hybrid
** What we offer
** Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:
* A financial rewards program that recognizes your success
* An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
* An extensive flex pension and benefits package, with access to virtual healthcare
* Flexible work arrangements
* Possibility to purchase up to 5 extra days off per year
* An annual wellness account that promotes an active and healthy lifestyle
* Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
* A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
* Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
* Inspiring leaders and colleagues who will lift you up and help you grow
* A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.
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