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. The Level 2 Help Desk Agent plays a key role in providing technical support for Google CCaaS and Microsoft Teams (UCaaS) environments.

Requirements

• 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.

Benefits

• Financial rewards program that recognizes your success
• Industry leading Employee Share Purchase Plan
• Extensive flex pension and benefits package
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• Annual wellness account
• Access to tools and resources to support physical and mental health
• Dynamic workplace learning ecosystem
• Inclusive employee-led networks
• Community Impact program