Remote Telecom Incident & Operations Specialist
Commonwealth of VA Careers
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Benefits offered by this job
Job summary
Virginia Commonwealth University (VCU) Technology Services is seeking a Telecommunications Incident & Operations Specialist to provide frontline support for telecom incidents and service requests. You will troubleshoot voice issues, escalate complex problems, and manage MAC changes while coordinating with internal teams and vendors.
The role emphasizes proactive communication, accurate documentation, and continuous improvement of telecom operations, with a fully remote work arrangement and
Qualifications
- Requires degree in telecommunications, IT or related field or equivalent experience.
- Demonstrated experience troubleshooting voice services per established procedures.
- Experience with VoIP environments and enterprise voice platforms.
- Experience processing MACs (Moves, Adds, Changes) for voice services.
- Familiarity with ITSM processes including incident, problem and change management.
Responsibilities
- Handle and resolve telecom incidents and service requests to ensure performance and user satisfaction.
- Perform initial troubleshooting for voice issues and escalate as needed.
- Process routine MAC requests for small-scale user/device needs.
- Coordinate service delivery with internal teams and vendors.
- Maintain proactive end-user communication and document activities; contribute to knowledge base.
Skills
Education
Tools
Job description
Virginia Commonwealth University (VCU) Technology Services is seeking a Telecommunications Incident & Operations Specialist to provide frontline support for telecom incidents and service requests. You will troubleshoot voice issues, escalate complex problems, and manage MAC changes while coordinating with internal teams and vendors.
The role emphasizes proactive communication, accurate documentation, and continuous improvement of telecom operations, with a fully remote work arrangement and
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