IT Support Engineer - VoIP/Lead

Location: Remote
Position Type: Full-Time, Salaried
Travel: Occasional travel for site onboarding, deployments, transitions, and cutovers

Dual Path is a managed service provider supporting senior living communities and other multi-site organizations. We are seeking an IT Support Engineer – VoIP/Lead with hands-on experience in business phone systems and MSP operations. This role is primarily responsible for VoIP troubleshooting, administration, deployments, and technical escalations, while also providing Tier 2 IT support and assisting with project engineering work.

PRIMARY RESPONSIBILITIES – VOIP & LEAD SUPPORT

• Own VoIP issues from initial escalation through resolution; guide other technicians through troubleshooting and provide clear client updates.

• Configure, provision, and troubleshoot Grandstream IP phones, ATAs, gateways, SIP accounts, firmware, and device registration.

• Administer Grandstream Device Management System (GDMS), including remote provisioning, device management, templates, and troubleshooting.

• Administer SkySwitch hosted phone environments: extensions, DIDs, call routing, voicemail, call queues, and related troubleshooting.

• Support Microsoft Teams Phone, including licensing, resource accounts, auto attendants, call queues, calling policies, and number assignments.

• Diagnose SIP registration failures, one-way audio, offline phones, call failures, and carrier or network-related voice issues.

• Coordinate DID number ports, phone deployments, site transitions, and cutovers with customers, providers, and onsite technicians.

TIER 2 MSP & PROJECT ENGINEERING

• Actively work tickets from the shared support queue, handling both VoIP and Tier 2 MSP tickets through resolution while meeting ticket ownership, documentation, and SLA expectations.
• Provide Tier 2 technical support across multiple managed client environments, escalating and resolving issues with appropriate ownership.
• Troubleshoot Microsoft 365, Active Directory, endpoint, network, firewall, DNS, DHCP, and connectivity issues.
• Use RMM platforms (Kaseya 365 or similar) for monitoring, remediation, and remote support; maintain tickets in PSA platforms (Autotask or similar).
• Participate in site onboarding, migrations, deployments, and infrastructure improvement projects; document work and handoffs.
• Support after-hours critical incidents through a scheduled on-call rotation.

EQUIRED EXPERIENCE

• 3+ years hands-on supporting, deploying, or troubleshooting business VoIP systems.
• Hands-on Grandstream phone, ATA, or gateway experience; practical GDMS experience strongly desired.
• Experience administering SkySwitch: extensions, DIDs, routing, voicemail, or call queues.
• Experience deploying or supporting Microsoft Teams Phone.
• Can explain real-world troubleshooting of SIP registration, one-way audio, number porting, and offline phones.
• 5+ years working in an MSP supporting multiple clients.
• 3+ years with RMM tools (Kaseya 365 or similar); 2+ years with PSA tools (Autotask or similar).
• Comfortable with fully remote support, customer communication, and on-call / after-hours rotation.

PREFERRED EXPERIENCE

• Experience supporting senior living, healthcare, or other always-on environments.
• Experience leading technical escalations and supporting VoIP deployment or migration projects.

BENEFITS

• Salary Range: $70-85,000 based on experience.
• Medical, dental, vision, and life insurance; Flexible Spending Account (FSA).
• Paid time off, Employee Assistance Program (EAP), and 401(k).
• Certification reimbursement; on-call compensation per company policy; mileage and meal reimbursement for required travel.