VoIP Fraud and Technical Support Specialist

Description:

ROLE PURPOSE

The VoIP Fraud & Technical Support Specialist is responsible for detecting, investigating, and resolving VoIP fraud incidents as well as providing advanced technical support for VoIP platforms. This role ensures service continuity, protects customers from fraud exposure, and supports the stability of VoIP systems through proactive monitoring, troubleshooting, and close collaboration with internal and external teams.
The specialist will work with technologies such as SIP, RTP, SBCs, PBXs, firewalls, monitoring tools, and fraud detection platforms (e.g., HP FMS). The role requires a strong technical foundation, analytical ability, and excellent communication skills when working with customers, service managers, and third-party vendors.

PRIMARY DUTIES AND KEY RESPONSIBILITIES- JOB SPECIFIC REQUIREMENTS

1. VoIP Fraud Investigation & Prevention

• Monitor, investigate, and resolve VoIP fraud alerts using fraud detection systems (e.g., HP FMS).
• Perform root‑cause analysis on fraud incidents and provide recommendations to prevent recurrence.
• Review suspicious call patterns, CDR analytics, and usage anomalies.
• Apply fraud mitigation actions (call barring, IP restrictions, blocking high-risk destinations).
• Work closely with Service Managers and customers to validate traffic legitimacy and provide security advisories.

1. VoIP Technical Support

• Provide Tier‑1 technical support for VoIP services, SIP trunking, PBXs, ONB devices, and call routing issues.
• Troubleshoot SIP, RTP, codec, NAT traversal, and one-way/no‑audio problems using diagnostic tools such as Wireshark.
• Assist with configuration validation for customer PBXs and VoIP devices.
• Review network and firewall configurations affecting VoIP services.

1. Incident Management

• Work on Service Now, update, and resolve tickets regularly.
• Ensure timely communication and resolution of incidents to minimize downtime.

1. System and Tool Expertise

• Utilize knowledge of Session Border Controllers (SBCs) for securing and managing VoIP traffic.
• Support and troubleshoot Microsoft Teams and One Net Business communication platforms.

1. Compliance and Security

• Ensure compliance with PoPIA (Protection of Personal Information Act) regulations.
• Apply basic cybersecurity principles to protect VoIP systems and data.

1. Collaboration and Reporting

• Collaborate with cross-functional teams to address fraud and technical issues.
• Document findings, prepare reports, and provide insights on fraud incidents and resolutions.

Skills and Qualifications

TECHNICAL SKILLS

Session Initiation Protocol (SIP)

• In-depth knowledge of SIP for VoIP communication and troubleshooting.

Wireshark

• Proficiency in using Wireshark for packet capture, analysis, and troubleshooting network and VoIP issues.

Oracle Operation and Communication Monitor

• Experience with Oracle tools for monitoring and managing communication systems.

HP Fraud Monitoring

• Knowledge of HP fraud monitoring tools, processes, and best practices for detecting and mitigating fraud.

Session Border Controller (SBC)

• Understanding of SBCs for securing and managing VoIP traffic.

Microsoft Teams and One Net Business

• Knowledge of these platforms for supporting unified communications.

Basic IP Networking

• Understanding of IP addressing, routing, subnetting, and networking protocols (e.g., TCP/IP, UDP, DNS, DHCP).

Cybersecurity Basics

• Knowledge of cybersecurity principles to protect VoIP systems and data.

Voice Over IP (VoIP)

• Hands-on experience with VoIP technologies, including call setup, codecs, and quality of service (QoS).

Router Technologies

• Familiarity with different router configurations, troubleshooting, and access link investigations.

PoPIA Compliance

• Understanding of PoPIA regulations and their application in protecting personal information.

SOFT SKILLS

• Strong analytical and problem-solving abilities.
• Ability to work in a high-pressure, 24/7 operational environment.
• Excellent written and verbal communication.
• High attention to detail, especially in fraud detection and RCA writing.
• Customer-focused mindset with the ability to simplify complex technical issues.
• Strong teamwork and collaboration skills.

ADDITIONAL REQUIREMENTS

• Willingness to work in shifts (if required) to ensure 24/7 fraud monitoring and technical support.
• Experience with PBX platforms (3CX, Asterisk, Cisco, Yealink).
• Experience in interconnect routing, translations, or number portability troubleshooting.
• Knowledge of cybersecurity fundamentals or SOC operations.
• Familiarity with ServiceNow ITSM platform.
• Knowledge of Broadsoft, ESM,MSPI , OSSI SC, Integrity, MS Teams,HP FMS.

Qualifications & Certifications

• Cisco Certifications (CCNA, CCNP) (Preferred)
• SIP School Certified Associate- SSCA (advantageous).
• Degree/Diploma in IT, Computer Science, Telecommunications, Cybersecurity, or a related field (advantageous).
• Experience with VoIP technologies and protocols (e.g., SIP, RTP, HIP PBX systems).
• Knowledge of network security, firewalls, Wireshark, and fraud prevention techniques.
• Strong troubleshooting skills and experience in VoIP technical support or network administration.
• Familiarity with VoIP monitoring tools and fraud detection software.

Requirements:

• Monitor, investigate, and resolve VoIP fraud alerts using fraud detection systems (e.g., HP FMS).
• Perform root‑cause analysis on fraud incidents and provide recommendations to prevent recurrence.
• Review suspicious call patterns, CDR analytics, and usage anomalies.
• Apply fraud mitigation actions (call barring, IP restrictions, blocking high-risk destinations).
• Work closely with Service Managers and customers to validate traffic legitimacy and provide security advisories.

• Provide Tier‑1 technical support for VoIP services, SIP trunking, PBXs, ONB devices, and call routing issues.
• Troubleshoot SIP, RTP, codec, NAT traversal, and one-way/no‑audio problems using diagnostic tools such as Wireshark.
• Assist with configuration validation for customer PBXs and VoIP devices.
• Review network and firewall configurations affecting VoIP services.

• Work on Service Now, update, and resolve tickets regularly.
• Ensure timely communication and resolution of incidents to minimize downtime.

• Utilize knowledge of Session Border Controllers (SBCs) for securing and managing VoIP traffic.
• Support and troubleshoot Microsoft Teams and One Net Business communication platforms.

• Ensure compliance with PoPIA (Protection of Personal Information Act) regulations.
• Apply basic cybersecurity principles to protect VoIP systems and data.

• Collaborate with cross-functional teams to address fraud and technical issues.
• Document findings, prepare reports, and provide insights on fraud incidents and resolutions.

• In-depth knowledge of SIP for VoIP communication and troubleshooting.

• Proficiency in using Wireshark for packet capture, analysis, and troubleshooting network and VoIP issues.

• Experience with Oracle tools for monitoring and managing communication systems.

• Knowledge of HP fraud monitoring tools, processes, and best practices for detecting and mitigating fraud.

• Understanding of SBCs for securing and managing VoIP traffic.

• Knowledge of these platforms for supporting unified communications.

• Understanding of IP addressing, routing, subnetting, and networking protocols (e.g., TCP/IP, UDP, DNS, DHCP).

• Knowledge of cybersecurity principles to protect VoIP systems and data.

• Hands-on experience with VoIP technologies, including call setup, codecs, and quality of service (QoS).

• Familiarity with different router configurations, troubleshooting, and access link investigations.

• Understanding of PoPIA regulations and their application in protecting personal information.

• Strong analytical and problem-solving abilities.
• Ability to work in a high-pressure, 24/7 operational environment.
• Excellent written and verbal communication.
• High attention to detail, especially in fraud detection and RCA writing.
• Customer-focused mindset with the ability to simplify complex technical issues.
• Strong teamwork and collaboration skills.

• Willingness to work in shifts (if required) to ensure 24/7 fraud monitoring and technical support.
• Experience with PBX platforms (3CX, Asterisk, Cisco, Yealink).
• Experience in interconnect routing, translations, or number portability troubleshooting.
• Knowledge of cybersecurity fundamentals or SOC operations.
• Familiarity with ServiceNow ITSM platform.
• Knowledge of Broadsoft, ESM,MSPI , OSSI SC, Integrity, MS Teams,HP FMS.

• Cisco Certifications (CCNA, CCNP) (Preferred)
• SIP School Certified Associate- SSCA (advantageous).
• Degree/Diploma in IT, Computer Science, Telecommunications, Cybersecurity, or a related field (advantageous).
• Experience with VoIP technologies and protocols (e.g., SIP, RTP, HIP PBX systems).
• Knowledge of network security, firewalls, Wireshark, and fraud prevention techniques.
• Strong troubleshooting skills and experience in VoIP technical support or network administration.
• Familiarity with VoIP monitoring tools and fraud detection software.