Telecommunications Incident & 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

Advertising Summary:

VCU Telecommunication Services isseeking an experienced Telecommunications Incident & OperationsSpecialist to join our team. This position provides frontlinesupport for telecom incidents and service requests, performinginitial troubleshooting for voice‑related issues, escalatingcomplex problems, and ensuring timely resolution. The role managesroutine MAC changes, coordinates service delivery with internalteams and vendors, maintains proactive end‑user communication, andproduces accurate documentation while contributing toknowledge‑base development to support operational efficiency andcontinuous improvement.

Unit:

Technology Services

Department:

Telecommunications Services

Department Summary:

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

Duties & Responsibilities:

The Telecom Incident & Operations Specialist is responsible forhandling and resolving telecom-related incidents and servicerequests to ensure optimal system performance and end-usersatisfaction. This role performs initial troubleshooting forvoice-related issues, escalates complex problems, and ensurestimely resolution in alignment with established protocols. Thespecialist processes routine MAC (Moves, Adds, and Changes)requests for small scale user/device needs, collaborates withinternal teams and vendors to coordinate service delivery, andmaintains clear, proactive communication with end users throughoutthe incident lifecycle. Accurate documentation and activelycontributing to the development and maintenance of knowledge basearticles are essential components of the role, supportingoperational efficiency and continuous improvement across thetelecom environment.

This position will require the ability and willingness to workflexible hours based on business needs and to support occasionalon-site meetings, customer engagements, and/or attend professionaldevelopment opportunities.

Minimum Qualifications

• 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 byfollowing established procedures, exercising sound judgment,collaborating effectively with vendors and internal teams, andappropriately escalating issues when necessary.
• Hands-on experience supporting telecommunications voiceenvironments utilizing VoIP technologies. Experience withenterprise voice platforms such as Avaya Aura CommunicationManager, Avaya Cloud Office, Avaya Workplace, OpenText voicemessaging, or similar solutions.
• Demonstrated experience processing MACs (Moves, Adds, andChanges) for voice services, including ticket processing, customercoordination, telephone station/softphone/voice messagingprogramming, and ticket closure.
• Working knowledge of IT Service Management (ITSM) tools andprocesses, including incident, problem and change managementprocesses.
• 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 composeprofessional business email correspondence, manage email inboxesefficiently, schedule and coordinate meetings, create reports,documentation, and spreadsheets for data tracking andreporting.
• Demonstrated ability to organize, prioritize, and managemultiple tasks in a fast paced, ticket driven environment whilemeeting deadlines with accuracy and adapting to changingpriorities.
• Ability to contribute to a collaborative work environment bothas part of a team and independently, working effectively in aremote environment while remaining highly responsive andaccountable during scheduled work hours.
• Exhibit strong written and verbal communication skills with theability to explain technical concepts in user-friendly language toend users, internal teams, and management.
• Proven ability to maintain a professional, customer focused andempathetic demeanor when supporting users, and especially whendealing with frustrated clients.
• Demonstrated ability to create and maintain technicaldocumentation, knowledge articles, standard operating procedures,and troubleshooting guides.
• Demonstrated ability to work in and foster an environment ofrespect, professionalism and civility with a population of faculty,staff, and students from all backgrounds and experiences, or acommitment to do so as a staff member at VCU.

Preferred Qualifications

• Experience working in a university, academic medical center, orhospital setting to include supporting emergency, critical care,life-safety, or business critical voice services.
• Experience with telecom expense management software (billing,incidents, service orders, inventory).
• Experience supporting cloud-based voice and unifiedcommunications solutions.
• Experience working directly with telecommunications carriersand service providers, troubleshooting service outages,coordinating installations, and managing escalations.

Salary Range:

$55,000 - $73,000

Benefits

All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annualand holiday leave, generous tuition benefits, retirement planningand savings options, tax-deferred annuity and cash match programs,employee discounts, well-being resources, abundant opportunitiesfor career development and advancement, and more.

FLSA Exemption Status:

Exempt

Hours per Week:

40

Restricted Position:

No

ORP Eligible:

No

Flexible Work Arrangement:

Fully Remote

University Job Title:

Specialist IT 2 -3

Contact Information:

Contact Name: MaryTeller
Contact Email: [e-mail]