Telecommunications Incident & Operations Specialist

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Summary:

VCU Telecommunication Services isseeking an experienced Telecommunications Incident & Operations Specialist to join our team. This position provides frontlinesupport for telecom incidents and service requests, performing initial troubleshooting for voice‑related issues, escalating complex problems, and ensuring timely resolution. The role manages routine MAC changes, coordinates service delivery with internal teams and vendors, maintains proactive end‑user communication, and produces accurate documentation while contributing to knowledge‑base development to support operational efficiency and continuous improvement.

Technology Services

Telecommunications Services

Virginia Commonwealth University (VCU) Technology Services is acentral IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions toall VCU units.

The Telecom Incident & Operations Specialist is responsible for handling and resolving telecom-related incidents and service requests to ensure optimal system performance and end-user satisfaction. This role performs initial troubleshooting forvoice-related issues, escalates complex problems, and ensures timely resolution in alignment with established protocols. The specialist processes routine MAC (Moves, Adds, and Changes) requests for small scale user/device needs, collaborates with internal teams and vendors to coordinate service delivery, and maintains clear, proactive communication with end users throughout the incident lifecycle.

Accurate documentation and activelycontributing to the development and maintenance of knowledge base articles are essential components of the role, supporting operational efficiency and continuous improvement across thetelecom environment.

This position will require the ability and willingness to work flexible hours based on business needs and to support occasional on-site meetings, customer engagements, and/or attend professional development opportunities.

• College degree in telecommunications, information technology,or a related field; or an equivalent combination of education,training, and relevant experience.
• Proven experience troubleshooting voice services issues by following established procedures, exercising sound judgment,collaborating effectively with vendors and internal teams, and appropriately escalating issues when necessary.
• Hands-on experience supporting telecommunications voice environments utilizing VoIP technologies. Experience with enterprise voice platforms such as Avaya Aura Communication Manager, Avaya Cloud Office, Avaya Workplace, Open Text voice messaging, or similar solutions.
• Demonstrated experience processing MACs (Moves, Adds, and Changes) for voice services, including ticket processing, customer coordination, telephone station/softphone/voice messaging programming, and ticket closure.
• Working knowledge of IT Service Management (ITSM) tools and processes, including incident, problem and change management processes.
• Proficiency with ticketing systems, spreadsheets, databases,email and document creation and editing applications (i.e.,Microsoft Excel, Word).
• Exhibit proficiency in the use of technology tools to compose professional business email correspondence, manage email inboxes efficiently, schedule and coordinate meetings, create reports,documentation, and spreadsheets for data tracking and reporting.
• Demonstrated ability to organize, prioritize, and manage multiple tasks in a fast paced, ticket driven environment while meeting deadlines with accuracy and adapting to changing priorities.
• Ability to contribute to a collaborative work environment…