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. • 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.