VoIP Fraud and Technical Support Specialist

A VoIP Fraud and Technical Support Specialist is responsible for monitoring, identifying, and preventing fraudulent activity within VoIP (Voice over Internet Protocol) systems. They also provide technical support to users, troubleshooting issues related to VoIP services, ensuring system security, and optimising performance. This role combines fraud detection expertise with technical problem-solving skills to maintain smooth and secure communication systems.

1. Fraud Monitoring and Investigation
   

   - Monitor and investigate HPE Fraud Monitor alerts as per established processes.

   - Take appropriate actions to mitigate fraud risks, such as blocking suspicious activities, escalating issues, or implementing preventive measures.

2. Technical Support and Troubleshooting
   

   - Perform basic first line access link checks and investigate issues related to different router technologies.

   - Troubleshoot and resolve VoIP technical issues, including call quality, connectivity, and configuration problems.

   - Configure and maintain IP phones and related VoIP systems.

3. Incident Management
   

   - Work on Service Now, update, and resolve tickets regularly.

   - Ensure timely communication and resolution of incidents to minimize downtime.

4. 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.

5. Compliance and Security
   

   - Ensure compliance with PoPIA (Protection of Personal Information Act) regulations.

   - Apply basic cybersecurity principles to protect VoIP systems and data.

6. 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.

TECHNICAL SKILLS

1. Session Initiation Protocol (SIP)
   

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

2. Wireshark
   

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

3. Oracle Operation and Communication Monitor
   

   Experience with Oracle tools for monitoring and managing communication systems.

4. HP Fraud Monitoring
   

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

5. Session Border Controller (SBC)
   

   Understanding of SBCs for securing and managing VoIP traffic.

6. Microsoft Teams and One Net Business
   

   Knowledge of these platforms for supporting unified communications.

7. Basic IP Networking
   

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

8. Cybersecurity Basics
   

   Knowledge of cybersecurity principles to protect VoIP systems and data.

9. Voice Over IP (VoIP)
   

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

10. Router Technologies
    

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

11. PoPIA Compliance
    

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

SOFT SKILLS

- Strong problem-solving and analytical skills.

- Ability to work under pressure and meet tight deadlines.

- Highly motivated and willing to learn new technologies and processes.

- Excellent communication skills for collaborating with teams and documenting findings.

- Willingness to work in shifts (if required) to ensure 24/7 fraud monitoring and technical support.

- Ability to adapt to a fast-paced and dynamic work environment.

- Strong attention to detail and a proactive approach to identifying and resolving issues.

• Degree/Diploma in IT, Computer Science, Telecommunications, Cybersecurity, or a related field (preferred).
• Experience with VoIP technologies and protocols (e.g., SIP, RTP, PBX systems).
• Knowledge of network security, firewalls, and fraud prevention techniques.
• Strong troubleshooting skills and experience in technical support or network administration.
• Familiarity with VoIP monitoring tools and fraud detection software.