IT user support

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 (FreshService, ServiceNow, 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; must be eligible to work in Canada.

#LI-Hybrid

What we offer

- 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.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact's commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

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