VoIP Fraud and Technical Support Specialist

Nexio; Gauteng; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A telecommunications company in South Africa is seeking a VoIP Fraud & Technical Support Specialist to detect, investigate, and resolve fraud incidents while providing advanced technical support for VoIP services. Key responsibilities include monitoring fraud alerts, troubleshooting VoIP issues, and ensuring regulatory compliance. Ideal candidates should have a degree in IT or a related field, knowledge of VoIP technologies, and excellent problem-solving skills. This role is crucial for maintaining service continuity and protecting customers from fraud exposure.

Benefits

Shift flexibility for 24/7 support

Training opportunities in VoIP technologies

Qualifications

• In-depth knowledge of SIP for VoIP communication and troubleshooting.
• Proficiency in using Wireshark for packet analysis.
• Hands-on experience with VoIP technologies including call setup.

Responsibilities

• Monitor and resolve VoIP fraud alerts using detection systems.
• Provide Tier-1 technical support for VoIP services and troubleshoot.
• Collaborate with teams to address fraud and technical issues.

Skills

VoIP technologies

Problem-solving abilities

Customer service skills

Analytical thinking

Education

Degree/Diploma in IT or related field

Cisco Certifications (CCNA, CCNP)

Tools

Wireshark

ServiceNow

HP Fraud Monitoring

Job 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.

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 ServiceNow, 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, 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.