Tier 2 IT Support Engineer

About the role

We are seeking an experienced Tier 2 IT Support Engineer to provide advanced technical support to U.S.-based clients. This Level 2 position handles complex issues, collaborates with internal teams and vendors, and supports IT projects.

Key responsibilities

• Administer and troubleshoot Active Directory, Group Policy, Windows servers, Office 365/Exchange, and related applications.
• Configure and maintain network services such as DNS, DHCP, VLANs, VPN, RDP, and firewalls (SonicWALL preferred).
• Deploy and support cloud services in Azure, Intune, SharePoint, OneDrive, and virtualization platforms (Hyper‑V).
• Serve as escalation point for higher‑level hardware, software, and backup issues and participate in on‑call rotation.
• Document procedures, system configurations, and troubleshooting steps for internal reference.

Required profile

• Minimum 4 years of professional IT support experience, preferably in an MSP environment.
• Fluent English communication skills and ability to work on multiple projects.
• Strong problem‑solving, critical‑thinking, and attention‑to‑detail.
• Experience using ticketing systems and remote monitoring tools (ConnectWise a plus).

Required skills

• Active Directory, Group Policy, Windows Server, Office 365/Exchange.
• Network protocols and services: DNS, DHCP, VPN, VLAN, RDP, firewalls (SonicWALL).
• Cloud platforms: Azure, Intune, SharePoint, OneDrive.
• Virtualization: Hyper‑V.
• Backup solutions and security tools (anti‑spam, anti‑malware).
• Ticketing and remote monitoring tools (e.g., ConnectWise).

What we offer

• Benefits in accordance with Dominican Labor Law, including company‑provided equipment.
• 13 U.S. holidays plus flexible paid time off.
• Collaborative team environment with learning and professional development opportunities.
• Growth opportunities within NTI and parking for onsite or hybrid employees.