Information Technology Technician

About the role

NTI provides back-office and technical support services to U.S.-based companies. It is looking for an IT professional with at least 2 years of professional IT support experience and fluent English to support its U.S. clients. This is a technical IT support position, not a general customer service or call center role; candidates must have hands-on experience troubleshooting IT issues and supporting end users in a business environment. The role follows a hybrid schedule in Santiago.

Key responsibilities

• Serve as the first point of contact for customers needing IT support by phone or through remote access.
• Troubleshoot and resolve issues with Windows computers, software, peripherals and basic networking.
• Install, configure and troubleshoot Windows desktop and server operating systems, Microsoft Office and Microsoft 365, printers, monitors, routers, switches, wireless access points and firewalls.
• Diagnose and resolve common hardware, software and connectivity issues.
• Document troubleshooting steps, resolutions and time worked in the ticketing system, and keep support documentation and internal procedures up to date.
• Escalate complex issues to Level 2 support or other teams, and collaborate with internal teams and vendors to keep systems running well.
• Communicate clearly and professionally with technical and non-technical users.

Required profile

• At least 2 years of professional IT support experience.
• Fluent English, able to communicate directly with U.S.-based customers.
• Ability to work in a hybrid schedule in Santiago.
• Customer-first attitude, strong troubleshooting and critical thinking, and ability to handle several requests at once.
• Dependable, proactive, comfortable working independently, and committed to continuous learning.

Required skills

• Hands-on experience with Windows and Microsoft 365.
• Active Directory, networking, VPNs and common IT support tools.
• Antivirus and anti-spam solutions, backup solutions, and network printer setup and troubleshooting.

What we offer

• Salary of RD$60,000 to RD$75,000 depending on experience and qualifications.
• Benefits under Dominican Labor Law.
• Company-provided equipment.
• 13 U.S. holidays plus flexible PTO.
• Hybrid work environment and a collaborative team culture.
• Learning and development and growth opportunities within NTI.