IT Service Desk Engineer

About the role

We are seeking an IT Service Desk Engineer to provide technical support to our U.S.-based clients. The role involves troubleshooting Windows, Microsoft 365, and networking issues, acting as the first point of contact for end‑users.

Key responsibilities

• Serve as the first point of contact for customers requiring IT support by phone or remote access.
• Troubleshoot and resolve issues involving Windows computers, software, peripherals, and basic networking.
• Install, configure, and troubleshoot Windows desktop and server operating systems, Microsoft Office and Microsoft 365 applications.
• Set up and maintain printers, monitors, routers, switches, wireless access points, and firewalls.
• Diagnose and resolve common hardware, software, and connectivity problems.
• Document troubleshooting steps, resolutions, and time worked in the ticketing system.
• Maintain accurate support documentation and internal procedures.
• Escalate complex issues to Level 2 support or other appropriate teams.
• Collaborate with internal teams and vendors to resolve client issues and maintain system performance.
• Communicate clearly and professionally with both technical and non‑technical users.

Required profile

• Practical knowledge of Active Directory, VPNs and basic networking.
• Experience with antivirus and anti‑spam solutions, backup solutions, and network printer setup.
• Ability to explain technical concepts clearly and patiently to non‑technical users.
• Strong written and verbal communication skills in English.
• Ability to work effectively in a fast‑paced, customer‑focused environment.

Required skills

• Windows operating systems
• Microsoft 365
• Active Directory
• VPN
• Basic networking
• Antivirus and anti‑spam tools
• Backup solutions
• Network printer configuration

What we offer

• Competitive salary: RD$60,000–RD$75,000, based on experience.
• Benefits required by Dominican labor law.
• Company‑provided equipment.
• 13 U.S. holidays plus flexible paid time off.
• Hybrid work environment.
• Collaborative and supportive team culture.
• Learning and development opportunities.
• Growth opportunities within NTI.