Information Technology Support Engineer L1

IMPORTANT: Please read the requirements before applying.

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. Candidates must have previous professional experience troubleshooting IT issues and supporting end users in a business environment.

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Minimum requirements:

• 2+ years of professional IT support experience.
• Fluent English — required.
• 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.
• Ability to work in our Santiago hybrid schedule.

Key Responsibilities

• Serve as the first point of contact for customers requiring IT support by phone or through 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 and 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 and detailed 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 Qualifications

Practical knowledge of:

• → Active Directory.
• → VPNs and basic networking.
• → Antivirus and anti-spam solutions.
• → Backup solutions.
• → Network printer setup and troubleshooting.
• Ability to explain technical concepts clearly and patiently to non-technical users.
• Strong written and verbal communication skills.
• Ability to work effectively in a customer-focused, fast-paced environment.

Skills & Competencies

• Customer-first attitude and genuine interest in helping users.
• Strong troubleshooting and critical-thinking skills.
• Excellent communication and interpersonal skills in English.
• Highly organized and detail-oriented.
• Ability to manage multiple support requests and priorities.
• Dependable, proactive, and comfortable working independently.
• Team-oriented and adaptable.
• Commitment to continuous learning and professional development.

About NTI

Net Tech International (NTI) provides back-office and technical support services to U.S.-based companies. Our team is composed of talented professionals dedicated to delivering high-quality solutions, operational excellence, and exceptional customer service.

At NTI, collaboration, accountability, and continuous improvement drive everything we do. We believe in investing in our people and creating opportunities for growth while supporting innovative companies across multiple industries.

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 + flexible PTO.
• Hybrid work environment.
• Collaborative and supportive team culture.
• Learning and development opportunities.
• Growth opportunities within NTI.