Hybrid IT Support Specialist — Google CCaaS & Teams UCaaS

Intact Financial Corporation; Montreal; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading insurance firm is seeking a Level 2 Help Desk Agent in Montreal to provide technical support for Google CCaaS and Microsoft Teams. The role includes analyzing incidents and working with expert teams. Ideal candidates have 1-3 years of experience, practical knowledge of relevant platforms, and strong bilingual communication skills. This position offers a hybrid work model and extensive employee benefits.

Benefits

Financial rewards program

Employee Share Purchase Plan

Extensive flex pension and benefits

Flexible work arrangements

Annual wellness account

Community Impact program

Qualifications

• 1-3 years of experience as a help desk agent within a contact center or unified communications environment.
• Practical knowledge of Google CCaaS (CCAI Platform) and Microsoft Teams UCaaS.
• Understanding of IP telephony concepts, including SIP and call routing.

Responsibilities

• Provide Level 2 technical support for Google CCaaS and Microsoft Teams UCaaS platforms.
• Analyze, diagnose, and resolve technical incidents escalated from Level 1.
• Collaborate with expert teams to investigate and resolve complex incidents.

Skills

Customer service orientation

Technical troubleshooting

Bilingual (French and English)

Tools

FreshService

ServiceNow

Jira

Job description

A leading insurance firm is seeking a Level 2 Help Desk Agent in Montreal to provide technical support for Google CCaaS and Microsoft Teams. The role includes analyzing incidents and working with expert teams. Ideal candidates have 1-3 years of experience, practical knowledge of relevant platforms, and strong bilingual communication skills. This position offers a hybrid work model and extensive employee benefits.