VoIP Engineer - Managed Services

Dual Path Connected Solutions; United States; Remote; USD 70,000 - 85,000; Full time

Benefits offered by this job

Salary: $70-85k per year

Medical, dental, vision, life

401(k) and understanding benefits

Travel reimbursement

Job summary

Dual Path is seeking an IT Support Engineer – VoIP/Lead to own VoIP issues from escalation to resolution, configure Grandstream devices, and manage SkySwitch environments. The role covers MSP ticketing, Tier 2 support, and project engineering across multiple client sites.

The candidate will support Microsoft Teams Phone, diagnose SIP problems, and participate in on-call rotations, with travel for onboarding and deployments as needed.

Qualifications

• 3+ years hands-on VoIP support, deployment or troubleshooting.
• Grandstream phones/ATA/gateway experience; GDMS knowledge preferred.
• Experience administering SkySwitch: extensions, DIDs, routing, voicemail, call queues.
• Experience deploying or supporting Microsoft Teams Phone.
• Ability to troubleshoot SIP registration, one-way audio, number porting, and offline phones.

Responsibilities

• Own VoIP issues from escalation to resolution and guide other technicians.
• Configure, provision, and troubleshoot Grandstream devices and GDMS.
• Administer SkySwitch environments: extensions, DIDs, routing, voicemail, queues.
• Support Microsoft Teams Phone including licensing, resource accounts, auto attendants, and calling policies.
• Troubleshoot SIP-related issues and network voice problems; coordinate with carriers.

Skills

VoIP troubleshooting

MS Teams Phone

Customer communication

Remote support

Tools

Grandstream GDMS

SkySwitch

Kaseya 365

Autotask

Job description

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.