The role involves managing VoIP troubleshooting, administration, and deployments while providing Tier 2 technical support for managed service provider clients. The engineer will also lead technical escalations and participate in infrastructure projects and site transitions.
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.
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