NTI offers a great work environment and installations filled with incredible people. As a member of our team, you’ll be helping us build a business. We work hard and stay focused but we never forget that the experience should be challenging and enjoyable for the team making it all happen.
Working with us
Our Core Values:
At NTI, our employees are the heartbeat of our values—championing respect, integrity, sound judgment, and a results-driven approach, all while staying focused on customers and contributing to the greater good.
Benefits:
Our benefits package is designed to support and empower you, featuring:
- Competitive salary
- Training opportunities locally and in the USA
- DR law-compliant benefits
- Flexible vacation policies
- A friendly, team-oriented work culture
- Opportunities for ongoing learning and professional growth
Join us at Net Tech International
OPEN POSITIONS
IT SUPPORT / HELP DESK / CUSTOMER SERVICE
Description
Are you passionate about solving problems and making technology work for people? Do you thrive in a fast-paced environment where two days are not the same? We’re looking for a bilingual Help Desk Engineer to join our growing team and be the first source of support for our US-based clients.
As a Level 1 IT Specialist, you’ll play a key role in helping businesses run smoothly by addressing technical issues, supporting end-users remotely, and ensuring consistent communication across systems and vendors. If you’re service-oriented, a strong communicator in English, and ready to build a career in IT, we’d love to hear from you!
Key Duties
- Be the first point of contact for customers needing technical support via phone or remote access
- Troubleshoot and resolve technical issues related to desktops, software, peripherals, and basic networking
- Install, reinstall, and configure:
- Windows desktop and server operating systems
- Microsoft Office and Office 365 tools
- Printers, monitors, routers, switches, wireless access points, and firewalls
- Document all actions and updates in ticketing systems, including detailed notes, timesheets, and internal procedures
- Collaborate with internal teams and vendors to resolve client requests and maintain system performance
What you bring
- +2 years of experience in IT support (preferably in a Managed Service Provider environment)
- Hands-on knowledge of:
- Windows operating systems (desktop & server)
- Office 365 and Microsoft Office Suite
- Antivirus/Anti-spam tools, VPNs, Active Directory, backup solutions
- Network printer setup and basic networking concepts
- Familiarity with ticketing systems — ConnectWise experience is a plus
- Strong English communication skills — written and verbal
- Ability to explain technical concepts to non-technical users with patience and clarity
- A collaborative spirit, a proactive mindset, and a desire to grow in the IT field
What we’re looking for
- Fluent English speaker — REQUIRED
- Customer-first attitude with a genuine interest in helping people
- Strong troubleshooting and critical thinking skills
- Highly organized and detail-oriented
- Eager to learn and stay current on new technologies
- Team player who is adaptable, dependable, and ready to grow
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
Description
We are seeking a highly skilled Support Engineer Level 3 to serve as the final technical escalation point within our Managed Services team.
This is a senior-level position that is approximately 80% project-based and 20% support-focused. The ideal candidate will lead infrastructure and cloud initiatives, audit security environments, mentor junior engineers, and help define frameworks for zero-trust implementations.
If you are a collaborative, solutions-driven professional with strong technical expertise and fluent English communication skills, we would love to hear from you.
Key Duties
Project Management
- Lead internal and client projects: migrations, replacements/upgrades, and deployments such as firewalls, network devices, corporate email, anti-spam, platform migration, virtualization, and more.
- Design and implement in cloud environments such as Azure, Intune, SharePoint, and OneDrive.
- Attend project-related client meetings (kick-off and closure) and prepare project plans using our tools (ConnectWise PSA, ASANA, and others).
Escalation & Support
- Serve as the final escalation point for technical issues for our technical team to solve higher-level network, hardware, and software issues.
- Maintain open communications with all team members to actively manage projects to their successful completion and escalated cases
- Participate in on-call support activities per the on-call schedule.
Systems & Security Management
- All Tier 3 techs are required to complete admin training for all of our internal IT systems and tools
- Audit client environments for security vulnerabilities and assist in infrastructure planning.
- Lead in tuning alert thresholds across monitoring systems such as backups, anti-virus, critical systems, appliances, devices, and services
Mentorship & Documentation
- Mentor and train Tier 2 engineers.
- Contribute to and maintain internal documentation.
- Document procedures, troubleshooting steps, and system configurations clearly and thoroughly.
Required Experience
Candidates should possess +6 of experience in an IT Support role within a business environment, with direct Managed Service Provider (MSP) experience preferred.
Expertise required includes:
- Proficiency in Windows Server, Active Directory, Group Policy, Remote Desktop, Systems Virtualization using Hyper-V and VMWare, and Microsoft Office Products.
- Advanced knowledge of Intune / Azure AD, SharePoint Document Libraries, OneDrive, Microsoft Office 365 management, email (Exchange) administration and SPAM Solution.
- Extensive experience in network design, deployment, administration, and support of equipment and services, including but not limited to firewalls, switches, wireless access points, site-to-site VPNs, and VLANs.
- Comprehensive understanding of cloud security, zero-trust frameworks, and industry best practices.
- Proven experience in project management and coordination of client-facing technical initiatives.
- PowerShell and automation proficiency is preferred.
- Manage server and storage hardware, including planning, installation, configuration, maintenance, and troubleshooting to ensure optimal performance and reliability.
Desired Certifications:
- Azure, Microsoft 365, Security+, Windows Server, Networking.
Preferred Experience with:
- ConnectWise PSA (Manage), ConnectWise Automate, Control (ScreenConnect), IT Glue, BrightGauge, and ThreatLocker.
Skills and Qualifications
- Fluent in English – Required
- Team player, prepared to approach each day with a teachable and constructive attitude.
- Ability to manage multiple projects effectively.
- Exceptional problem-solving and critical thinking skills.
- Meticulous attention to detail on every support request or task.
- Proficiency in utilizing diagnostic tools, remote desktop software, ticketing systems, and other technical support software.
- Excellent customer service skills, capable of conveying technical information to non-technical clients in a respectable manner. The company culture is strongly driven by our passion for the industry and dedication to our clients.
- Service-oriented approach – committed to completing tasks accurately and efficiently.
- Strong documentation skills coupled with excellent verbal and written communication abilities.
- Keen learner, staying abreast of current technologies, and adept at quickly assimilating new technologies.
Benefits
- DR Law Benefits
- Equipment Provided
- Flexible schedule
- Friendly, collaborative team culture, team activities
- Opportunities for training, mentorship, and professional development
Description
NTI is seeking an experienced IT Help Desk Manager to own the day-to-day performance of our service desk and lead a team of help desk professionals. This role is responsible for keeping the desk organized, responsive, accountable, and focused on delivering excellent client experience.
The right person combines strong people leadership with practical technical judgment. You know how to manage ticket flow, coach employees, handle escalations, use performance data, and create consistent operating discipline in our ticketing system ConnectWise. You can coordinate a major incident and know when to involve the Director of IT Services, L3 engineers, the Internal IT Manager, vendors, or other resources.
What You Will Own
- Lead the daily operation of the help desk, including ticket intake, triage, assignment, prioritization, documented next steps, escalation, follow-up, aging, and closure in line with service commitments.
- Direct the daily work of the Service Coordinator and L1/L2 Support Engineers by setting clear expectations, balancing workloads, maintaining coverage, coordinating handoffs with L3 and Internal IT, and holding each team member accountable for performance and service quality.
- Manage schedules, time-off coverage, shift coverage, and temporary workload changes so the desk remains staffed for published service hours and planned maintenance
- Monitor our ticketing system (ConnectWise PSA) throughout the day to maintain healthy queues, accurate ticket statuses, clear ownership, timely documentation, disciplined time entry, and adherence to service commitments.
- Coach and develop employees through regular one-on-one meetings, team huddles, performance reviews, documented feedback, and practical development plans; address repeated performance or process issues through documented corrective action in partnership with the Director of IT Services and HR.
- Serve as the management escalation point for high-impact incidents, recurring service concerns, and client complaints.
- Ensure clients receive clear, accurate, and appropriately frequent communication, particularly when an issue is complex or requires additional time to resolve.
- Establish and manage service desk KPIs, including response and resolution times, SLA attainment, backlog health, first-contact resolution, reopen rates, productivity, and client satisfaction.
- Review individual and team performance data, identify the causes of missed expectations, and implement measurable corrective actions.
- Maintain service desk procedures, escalation paths, knowledge resources, quality standards, and consistent operating practices.
- Identify opportunities to reduce repeat issues, improve workflows, strengthen documentation, and use automation more effectively.
- Partner with leadership on hiring, onboarding, staffing needs, succession planning, and performance management.
What You Will Bring
- Five or more years of progressive experience in IT support, service desk, help desk, or managed services operations preferred.
- Three or more years of direct people-management experience, including responsibility for coaching, scheduling, performance expectations, and accountability.
- Demonstrated success leading a multi-person support desk in a fast-paced, client-facing environment.
- Hands-on experience using ConnectWise PSA to oversee ticket queues, SLAs, technician activity, time entry, time sheets, and reporting is strongly preferred.
- Working knowledge of Microsoft 365, Windows environments, endpoint support, networking fundamentals, identity and access management, backup concepts, and common MSP support tools.
- Strong judgment under pressure and the ability to prioritize competing needs, coordinate incident response, and communicate confidently with clients, employees, and executives.
- A data-driven management style and the ability to translate service metrics into clear expectations and practical improvement plans.
- Strong written and verbal communication skills with consistent attention to documentation and follow-through.
Preferred Experience
- Leadership experience within an IT managed service provider environment.
- Experience managing distributed, remote, or international team members.
- Experience with BrightGauge, ConnectWise Automate or another RMM platform, ConnectWise Control or another remote-support platform, and IT Glue or another documentation platform.
- Familiarity with ITIL-aligned incident, request, problem, and change-management practices.
- Relevant technical, service-management, or leadership certifications.
- Experience supporting small and midsize business clients across varied technology environments and service agreements.
What Success Looks Like
The help desk operates with clear ownership, dependable coverage, healthy ticket queues, accurate ConnectWise data, and consistent client communication. Team members understand what is expected, receive regular coaching, and are held accountable for results. Escalations are managed calmly and promptly, service trends are visible, and improvement efforts produce measurable results.
Why This Role Matters
The Help Desk Manager has a direct impact on every client interaction and on the daily experience of the support team. This is an opportunity to take meaningful ownership of an essential function, strengthen the way the desk operates, and help build a high-performing service culture.
What you would love about NTI
- Competitive salary based on experience and qualifications.
- Benefits in accordance with Dominican Labor Law.
- Company-provided equipment.
- 13 U.S. paid holidays.
- Flexible Paid Time Off (PTO).
- Hybrid work environment.
- Monday–Friday schedule
- Open office environment
- Collaborative, supportive, and people-focused culture.
- Ongoing learning and professional development opportunities.
- Career growth opportunities within NTI.
Work Environment
- Full-time position
- Schedule: M – F / 8:00 am to 5:00 pm and 9:00 am to 6:00 pm
- Location: Santiago, Dom. Rep.
- Reports to: Director of IT Services
Interview process
- Application and review
- HR screening call
- Technical interview
- Manager interview
- Final Interview with the Leadership Team
Apply
If you are an experienced service desk leader who knows how to bring structure, accountability, urgency, and strong people management to an MSP environment, we would like to hear from you.
