VoIP Fraud and Technical Support Specialist

Nexio; Midrand; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A communications solutions provider based in Midrand seeks a VoIP Fraud & Technical Support Specialist. This role involves detecting and resolving VoIP fraud incidents, providing technical support for VoIP platforms, and maintaining system stability. Candidates should have a strong background in VoIP technologies, session initiation protocols, and compliance with data protection regulations. The successful applicant will also handle technical troubleshooting and work in collaboration with various teams to ensure service continuity.

Qualifications

• Experience with VoIP technologies and protocols (e.g., SIP, RTP, HIP PBX systems).
• Strong troubleshooting skills and experience in VoIP technical support or network administration.
• Familiarity with VoIP monitoring tools and fraud detection software.

Responsibilities

• Detect and investigate VoIP fraud incidents and provide advanced technical support.
• Monitor and resolve VoIP fraud alerts using fraud detection systems.
• Provide Tier-1 technical support for VoIP services and troubleshoot configurations.

Skills

Session Initiation Protocol (SIP)

Wireshark

Oracle Operation and Communication Monitor

HP Fraud Monitoring

Session Border Controller (SBC)

Microsoft Teams and One Net Business

Basic IP Networking

Cybersecurity Basics

Voice Over IP (VoIP)

Router Technologies

PoPIA Compliance

Education

Degree/Diploma in IT, Computer Science, Telecommunications, Cybersecurity, or a related field

Cisco Certifications (CCNA, CCNP)

SIP School Certified Associate- SSCA

Tools

ServiceNow ITSM platform

Broadsoft

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.

Responsibilities

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.

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.

Incident Management

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

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.

Compliance and Security

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

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)
• Wireshark
• Oracle Operation and Communication Monitor
• HP Fraud Monitoring
• Session Border Controller (SBC)
• Microsoft Teams and One Net Business
• Basic IP Networking
• Cybersecurity Basics
• Voice Over IP (VoIP)
• Router Technologies
• PoPIA Compliance

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.