Information Technology Support Engineer L1

About the role

We are looking for an IT professional with at least 2 years of professional IT support experience and fluent English to provide technical support to our U.S.-based clients. This is a technical IT support position, not a general customer service or call‑center role.

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/365, printers, monitors, routers, switches, wireless access points, and firewalls.
• Document troubleshooting steps, resolutions, and time worked in the ticketing system.
• Escalate complex issues to Level 2 support or other appropriate teams.

Required profile

• 2+ years of professional IT support experience.
• Fluent English, both written and verbal.
• Hands‑on experience with Windows and Microsoft 365.
• Knowledge of Active Directory, networking, VPNs, and common IT support tools.
• Ability to communicate directly with U.S.-based customers and work in a Santiago hybrid schedule.

Required skills

• Windows desktop and server operating systems.
• Microsoft Office and Microsoft 365 applications.
• Active Directory.
• VPN configuration and basic networking.
• Antivirus, anti‑spam, and backup solutions.
• Network printer setup and troubleshooting, plus routers, switches, wireless access points, and firewalls.

What we offer

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