Telecommunications Incident & Operations Specialist

Duties & Responsibilities

• 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 for voice-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 actively contributing to the development and maintenance of knowledge base articles are essential components of the role, supporting operational efficiency and continuous improvement across the telecom 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.