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# IT Support Engineer - VoIP/Lead

- **Company:** Dual Path, LLC
- **Location:** Phoenix, AZ, United States (Remote available)
- **Experience:** Expert
- **Salary:** $70,000.0 - $85,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Automatic Call Distributor, Active Directory, VoIP, Dynamic Host Configuration Protocol, Domain Name System (DNS), Firmware, Routing, Alwayson, Internet Protocol Telephony, Firewalls (Computer Science)
- **Published:** October 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=60fb71d7349bc4c9

## About the Role

* 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.

## Description

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., * 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.