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IT Support Engineer - VoIP/Lead

Dual Path LLC

Location
Remote (Phoenix, AZ)
Compensation
$70k - $85k/yr
Employment
Full-time
Level
Senior Level
Posted 1 week ago

About the role

Dual Path is a managed service provider supporting senior living communities and multi-site organizations. The role involves managing VoIP systems, providing Tier 2 IT support, and leading technical escalations for clients.

Skills

VoIP troubleshooting Grandstream SkySwitch Microsoft Teams Phone SIP MSP operations Tier 2 IT support Kaseya 365 Autotask Active Directory Microsoft 365 Network troubleshooting Firewall administration DNS DHCP Technical escalation

Benefits

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • 401(k)
  • Paid time off

Perks

  • Remote work
  • Certification reimbursement
  • On-call compensation

Full job details

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.