IT user support - Telephony

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

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 1 technical support for Google CCaaS and Microsoft Teams UCaaS platforms.
• 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

#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 :

Equal Opportunity Employer

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, Métis 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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