Support Engineer Level 2

We are seeking a bilingual Support Engineer. This is a Level 2 IT Specialist role. You will manage the IT systems of our US-based customers, work closely with our Level 1 technical team to resolve complex technical issues, contact vendors as needed, and assist with various projects.

If you are a passionate team player, eager to continue learning new technologies, and have a strong command of the English language, we want to hear from you!

What is it like to work at NTI?

As a member of our technical team, you are critical to our customer success. We are a collaborative team dedicated to creating innovative solutions to solve our customers’ business challenges. We work hard and stay focused, but we never forget that the experience should be inspiring and enjoyable for the team, making it all happen.

Key Duties:

• Systems Administration and Network Support:
  • Set up, implement, and diagnose issues in Active Directory, Group Policy, and other various server-based technologies.
  • Maintenance of servers and operating systems, email administration (Office 365 / Exchange), support for applications under 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 communications with all team members to actively assist in resolving problems and completing 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.
  

Experience:

• Four or more years of experience in an IT Support role in a business environment, with direct MSP experience preferred.
• 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; ConnectWise is a plus.

Skills & Qualifications:

• Fluent in English – required.
• Team player, ready to attack daily with a teachable/constructive attitude.
• 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.

Benefits:

• Benefits in accordance with Dominican Labor Law
• Company-provided equipment
• 13 U.S. holidays + flexible PTO
• Collaborative team environment
• Learning and professional development opportunities
• Growth opportunities within NTI
• Parking provided for onsite or hybrid employees