Remote VoIP Lead Engineer | MSP IT Support

Dual Path LLC; Phoenix (AZ); Remote; USD 70,000 - 85,000; Full time

Benefits offered by this job

Salary range: $70-85k

Medical, dental, vision, and life保险

Paid time off

401(k)

Certification reimbursement

On-call compensation

Mileage and meal reimbursement for on‑

Job summary

Dual Path LLC is seeking an IT Support Engineer – VoIP/Lead for a fully remote role. You will own VoIP issues, deploy and troubleshoot Grandstream devices, and manage GDMS and SkySwitch environments while supporting MSP operations.

This role requires hands-on experience with Teams Phone, SIP, and multi-site deployments. You will also provide Tier 2 IT support, participate in site onboarding, migrations, and after-hours on-call rotations, coordinating with customers, providers, and onsite

Qualifications

• 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.

Responsibilities

• Own VoIP issues from 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 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.

Skills

VoIP troubleshooting

MS Teams Phone

Remote support

On-call readiness

Tools

Kaseya 365

Autotask

Grandstream GDMS

SkySwitch

Active Directory

Job description

Dual Path LLC is seeking an IT Support Engineer – VoIP/Lead for a fully remote role. You will own VoIP issues, deploy and troubleshoot Grandstream devices, and manage GDMS and SkySwitch environments while supporting MSP operations.

This role requires hands-on experience with Teams Phone, SIP, and multi-site deployments. You will also provide Tier 2 IT support, participate in site onboarding, migrations, and after-hours on-call rotations, coordinating with customers, providers, and onsite