Position Overview
We’re looking for a bilingual Information Technology Support Engineer - Tier 2 to join our growing team and manage the IT systems of our US-based customers.
As a Level 2 IT Specialist, you’ll work closely with our Level 1 technical team to resolve complex technical issues, contact vendors as needed, and assist with various projects.
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:
Systems Administration and Network Support
- Set up, implement, and diagnose issues in Active Directory, Group Policy, and other various server-based technologies.
- Server and operating system maintenance, email administration (Office 365/Exchange), and support for applications on Windows and the Microsoft Office suite.
- Set up and implement networks, including RDP, DNS, DHCP, VLANS, and VPN.
Systems Administration and Network Support
- Set up, implement, and diagnose issues in Active Directory, Group Policy, and other various server-based technologies.
- Server and operating system maintenance, email administration (Office 365/Exchange), and support for applications on Windows and the Microsoft Office suite.
- Set up and implement networks, including RDP, DNS, DHCP, VLANS, and VPN.
Project Collaboration
Collaborate with our teams to design and implement business solutions such as cloud services, corporate email, anti-spam, platform migration, virtualization, and more.
Cloud Technologies
Set up, implement, and troubleshoot issues in cloud environments such as Azure, Intune, SharePoint, and OneDrive.
Customer Support
- Serve as an escalation resource for our technical team to solve higher-level hardware and software issues.
- Troubleshoot hardware components and peripherals in use in our customer and end-user environments
- Maintain open communication with all team members to actively help resolve problems and complete projects successfully.
- Participate in on-call support activities per the on-call schedule.
Backup
Test and support client backup solutions.
Security
Understand and implement security measures to ensure the integrity and safety of customer systems and networks.
Documentation
Document procedures, troubleshooting steps, and system configurations effectively for internal reference and training purposes.
Required Qualifications:
- +4 years of experience in an IT Support role in a business environment, with direct MSP experience preferred.
- Fluent in English — REQUIRED.
- Foundational knowledge of various technologies, such as IT infrastructures and networking components.
- Broad experience in the following:
- → Implementation and troubleshooting of networking equipment, including network printers, firewalls, routers, switches, and wireless access points; experience with SonicWALL preferred.
- → Network support and administration – VPN technologies.
- → Windows desktop and server operating systems – Active Directory, Group Policy, Remote Desktop Services, Systems Virtualization using Hyper-V, Microsoft Office Products.
- → Intune / Azure AD – SharePoint Document Libraries, Microsoft Office 365 management & email.
- Understanding of security principles and best practices; experience with anti-spam and anti-malware solutions.
- Working knowledge of a wide range of software applications commonly used in business environments, including productivity tools and specialized software.
- Backup solutions experience.
- Experience using a ticketing system and remote monitoring and management tools; Salesforce is a plus.
Skills & Competencies
- Ability to work on multiple projects.
- Great problem-solving and critical thinking skills.
- Attention to detail on every single support request or job.
- Ability to effectively utilize diagnostic tools, remote desktop software, ticketing systems, and other technical support software.
- Excellent customer service skills with the ability to convey technical information to non-technical clients in a respectful manner. We have a strong company culture fueled by our love for the industry and clients.
- Service-oriented approach – you want to get the job done and get it done correctly.
- Strong documentation skills and excellent verbal and written communication skills.
- Eager to learn, keeping up to date on current technologies, and skilled at absorbing new technologies quickly.
What We Offer
- 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 potential within NTI.