4 days ago
9
Job Details
Division
Services
Minimum experience
Associate
Company primary industry
Information Technology and Services
Job functional area
Information Technology
Contract term
2 Years
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.
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
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 Service Now, 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)
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.
Important:
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