Information Technology Support Specialist

Fluent English is required. Candidates must have previous professional IT support experience; this is not an entry-level or internship position.

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Position Overview

We’re looking for an experienced, bilingual IT Engineer – Level 1 to join our growing team and provide first-level technical support to our U.S.-based clients.

This position is ideal for an IT professional with at least 2 years of hands-on, professional IT support experience who is comfortable troubleshooting technical issues, supporting end users remotely, and communicating directly with customers in English.

As a Level 1 IT Engineer, you’ll be responsible for resolving day-to-day technical issues, assisting users with hardware and software, documenting support activities, and collaborating with internal teams and vendors to ensure our clients receive timely and effective support.

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.

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

• 2+ years of professional experience in IT support or a similar technical support role.
• Fluent English — REQUIRED. The position involves direct communication with U.S.-based customers.
• Hands-on experience supporting Windows desktop and server operating systems.
• Working knowledge of Microsoft 365 and Microsoft Office.
• Practical knowledge of:
• → Active Directory.
• → VPNs and basic networking.
• → Antivirus and anti-spam solutions.
• → Backup solutions.
• → Network printer setup and troubleshooting.
• Experience using a ticketing system. Salesforce experience is a plus.
• Ability to troubleshoot technical issues methodically and independently.
• 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.

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.