IT Support Engineer - VoIP/Lead

Dual Path Connected Solutions is a managed service provider supporting senior living communities and other multi-site organizations. The IT Support Engineer – VoIP/Lead will own VoIP troubleshooting, administration, deployments, and technical escalations while providing Tier 2 MSP support and assisting with project engineering, site transitions, and infrastructure improvements.

Responsibilities:

• 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
• 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

Requirements:

• 3+ years hands-on supporting, deploying, or troubleshooting business VoIP systems
• Hands-on Grandstream phone, ATA, or gateway experience
• 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)
• practical GDMS experience strongly desired
• Experience supporting senior living, healthcare, or other always-on environments
• Experience leading technical escalations and supporting VoIP deployment or migration projects