IT Support Engineer - VoIP/Lead

Dual Path LLC•Phoenix, AZ

1d•$70,000 - $85,000•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.
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.