IT Systems Support Technician

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 365 applications, printers, monitors, routers, switches, wireless access points, and firewalls.
• Diagnose and resolve common hardware, software, and connectivity issues.
• Document troubleshooting steps, resolutions, time worked, and other relevant information in the ticketing system.
• Maintain accurate support documentation and internal procedures.
• Escalate complex issues to Level 2 support or other appropriate teams when necessary.
• 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, basic networking, 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 customer‑focused, fast‑paced environment.

Required skills

• Windows operating systems
• Microsoft 365
• Active Directory
• VPN technologies
• Basic networking
• Antivirus and anti‑spam solutions
• Backup solutions
• Network printer configuration and troubleshooting
• Routers, switches, wireless access points, firewalls
• Ticketing system documentation

What we offer

• Competitive salary: RD$60,000–RD$75,000, based on experience and qualifications.
• Benefits under 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.