Level 2 IT Support Specialist

About the role

NTI is looking for an experienced Level 2 IT Support Specialist with 4+ years of professional IT support experience and fluent English to provide advanced technical support to its U.S.-based clients. This is a technical escalation role, not a general customer service or call center position, involving work with customers, internal teams and vendors to troubleshoot problems, implement solutions and support IT projects.

Key responsibilities

• Set up, implement and diagnose issues in Active Directory, Group Policy and other server-based technologies
• Maintain servers and operating systems, administer email (Office 365 / Exchange) and support Windows and Microsoft Office applications
• Set up and implement networks including RDP, DNS, DHCP, VLANs and VPN
• Collaborate with teams on cloud services, corporate email, anti-spam, platform migration and virtualization
• Configure and troubleshoot cloud environments such as Azure, Intune, SharePoint and OneDrive
• Serve as an escalation resource for hardware and software issues, troubleshoot hardware and peripherals, and take part in on-call support
• Test and support client backup solutions and implement security measures
• Document procedures, troubleshooting steps and configurations

Required profile

• 4+ years of IT support experience in a business environment; direct MSP experience preferred
• Foundational knowledge of IT infrastructure and networking components
• Fluent English required
• Team player with strong problem-solving, attention to detail and customer service skills

Required skills

• Networking equipment and firewall/router/switch/WiFi troubleshooting (SonicWALL preferred)
• Windows Server, Active Directory, Group Policy, Hyper-V, Office 365 and Intune
• Backup solutions and security principles
• Ticketing systems and remote monitoring tools; Salesforce and ConnectWise a plus

What we offer

• Benefits in line with Dominican Labor Law
• Company-provided equipment
• 13 U.S. holidays plus flexible PTO
• Parking for onsite or hybrid employees
• Learning, growth and professional development opportunities