Remote Telecom Incident & VoIP Operations Specialist

Virginia Commonwealth University; Richmond (VA); On-site; USD 55,000 - 73,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Tuition benefits

Retirement plan

Employee discounts

Job summary

Virginia Commonwealth University (VCU) Technology Services seeks an experienced Telecommunications Incident & Operations Specialist to manage telecom incidents and service requests. You will perform initial VoIP troubleshooting, escalate complex issues, and coordinate MAC changes with internal teams and vendors, ensuring timely resolution.

You will document activities, update knowledge base articles, and communicate proactively with end users throughout the incident lifecycle while maintaining

Qualifications

• College degree in telecommunications, information technology, or a related field, or equivalent experience.
• Experience troubleshooting voice services per established procedures and with vendors.
• Hands-on experience with VoIP telephone environments and enterprise voice platforms.

Responsibilities

• Handle and resolve telecom incidents and service requests to ensure performance and satisfaction.
• Process routine MAC requests for small-scale user/device needs and coordinate with teams/vendors.
• Maintain proactive end-user communication and contribute to knowledge base articles.

Skills

VoIP troubleshooting

Incident management

ITSM processes

Ticketing systems

End-user communication

Remote work capability

Documentation

Education

College degree in telecommunications/IT

Tools

Avaya Aura

Avaya Cloud Office

OpenText voice messaging

Avaya Workplace

ITSM tools

Job description

Virginia Commonwealth University (VCU) Technology Services seeks an experienced Telecommunications Incident & Operations Specialist to manage telecom incidents and service requests. You will perform initial VoIP troubleshooting, escalate complex issues, and coordinate MAC changes with internal teams and vendors, ensuring timely resolution.

You will document activities, update knowledge base articles, and communicate proactively with end users throughout the incident lifecycle while maintaining