Description:

We are seeking a bilingual, customer-focused, and dedicated IT Service Manager to oversee, support, and guide our Service team. In this role, you will lead a dynamic team, cultivating a culture that prioritizes customer satisfaction and drives continuous improvement in our service operations.

If you have a passion for problem-solving, enthusiasm for excellent customer service, and a strong affinity for technology, we want to hear from you!

At NTI, we are passionate about providing exceptional IT support to small and mid-sized companies. We prioritize innovation, a positive work environment, and a commitment to our core values: Integrity, Respect, Sound Judgment, Customer Focus, Results-Driven, and Giving Back.

Join us in making an impact through IT support!

Key Duties:

• Motivate and inspire our service team to deliver exceptional customer service.
• Oversee daily service delivery, monitor ticket resolution, and collaborate with Service Coordinators for effective solutions.
• Coordinate and lead the resolution of service escalations.
• Provide guidance to the technical team to find the best resolutions to technical difficulties.
• Facilitate service meetings for knowledge sharing and improvement.
• Regularly review calls and service tickets to ensure we are meeting our service standards and performance metrics and provide feedback to the team accordingly.
• Identify opportunities to enhance customer service procedures and present recommendations to the Service Director.
• Gather data and prepare reports summarizing customer experiences and inquiries.
• Manage schedules with a consideration for business activities and team responsibilities.
• Create documentation and guides for current and future internal processes and responses to frequently asked questions using IT Glue.
• Keep service representatives informed about products and service updates.
• Collaborate with HR on recruitment efforts.

Experience:

• 5-7 years of experience in a customer service management role in the IT industry; direct MSP experience preferred.
• One-year minimum experience with a ticketing system; ConnectWise PSA preferred
• Experience with remote monitoring and management tools; ConnectWise Automate preferred.
• Experience with tools such as BrightGauge, and IT Gluesystems preferred.
• Foundational knowledge of various technologies, such as IT infrastructures and networking components.
• Experience with Windows Desktop and Server operating systems, Office 365 Email, Microsoft Office products, Anti-Malware solutions, Backup solutions, Anti-Spam Solutions, Remote Access VPN configuration & troubleshooting, Network printer installation & troubleshooting, Active Directory user management, Basic network support, and Basic Line of Business software support.

Qualifications & Skills:

• Advanced English language skills are a MUST.
• Excellent customer service skills with the ability to convey technical information to non-technical clients in a respectable manner.
• Team player with a teachable and constructive attitude.
• Service-oriented approach with strong problem-solving and critical thinking skills.
• Outstanding organization and time management abilities to handle multiple tasks and priorities.
• Ability to make quick and effective decisions.
• Comfortable working in a fast-paced environment and managing uncertainty effectively.
• Proactive and capable of taking decisive action to resolve issues swiftly.
• Eager to learn, keep up to date on current technologies, and skilled at absorbing new technologies quickly.
• Strong written and verbal communication skills.
• Strong documentation skills.

Benefits:

• DR Law Benefits.
• Flexible Vacation Time.
• Option to Work from Home.
• Friendly Teamwork Environment.
• Learning and Development Opportunities.

Description

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

• Monitor: Our systems automation and remote administration, backups, and anti-virus solutions, critical systems, appliances, devices, and services.
• 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.
• 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.
  • CMaintain open communications with all team members to actively assist in resolving problems and completing projects successfully.
  • Participate in on-call support activities per On Call schedule.
• Project Management: Collaborate with our teams to design and implement business solutions such as cloud services, corporate email, anti-spam, platform migration, virtualization, and more.
• Backup: Test and maintain 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 each day 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 respectable 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

• Option to work from home.
• Bi-weekly payment.
• Flexible schedule.
• Friendly teamwork environment.
• Professional growth opportunities.

Description:

We are looking for a Customer Onboarding Specialist to direct the implementation of new business VoIP services accounts.  You will operate as the lead in charge of multiple projects defining the scope of the account setup and managing the timeline.

In this role, you will act as a liaison between the team, our MSP partners, and our customers. This role is ideal for someone who is a great communicator and enjoys a busy day resolving issues that arise to ultimately ensure that a smooth and timely customer onboarding takes place and that the customer’s initial experience with our company is exceptional. The ability to speak and write in English fluently is essential to this role.

What is it like to work at NTI?  As a member of our team, you’ll be helping us create 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. Our core values are Integrity; respect; sound judgment; customer-focused; results driven; giving back.

Key Duties:

• Responsible for the end-to-end customer experience and satisfaction during the onboarding process.
• Initiate the onboarding process by setting up calls with customers and providing consultative solutions to ensure the details of their phone service needs are understood and we are able to provide the best account configuration to support their business communications.
• Develop, communicate, maintain, and manage the detailed project plans and timelines for new service account implementations.
• Work closely with our team and our partners located remotely to ensure deadlines, milestones, and success criteria are met or exceeded through timely coordination.
• Take ownership of the resolution of any issues that arise by collaborating with internal project contributors.
• Provide timely, courteous, accurate, and on-going updates to customers and partners via phone and email.
• Utilize a standard ticket management system to create, research, refer, and close tickets related to new account set up and onboarding tasks.
• Upon completion, hand off new accounts to our support team and provide all details needed to ensure a continuing successful relationship.
• Maintain business awareness of our products and service capabilities.

Experience & Qualifications:

• Fluent in English is required.
• Bachelor’s degree or equivalent work experience.
• Minimum of 5 years of proven customer support experience or experience as a client services representative.
• Previous customer onboarding experience is a plus.
• Proven ability to successfully manage projects.
• Ability to manage the day-to-day operational aspects of all ongoing new account implementations.
• Strong organizational skills.
• Sense of urgency in meeting all deadlines.
• Customer-focused style with the skills and ability to handle difficult conversations.
• Strong written and verbal communication skills.
• Precise attention to details.
• Familiarity with CRM systems and practices.

Additional Information:

This position has the following benefits:

• Option to work from home.
• Bi-weekly payment.
• Flexible schedule.
• Flexible PTO.
• Friendly teamwork environment.
• Professional growth opportunities.

Description

We are looking for a bilingual Help Desk Engineer. This is a Level 1 IT Specialist role in which your primary responsibility will be to provide remote support to our US-based customers. In this role, each day will be different with time spent troubleshooting and solving users’ issues and requests, helping maintain communication with our vendors, and helping to maintain systems.

You will be the first person our customers reach out to for assistance so if you have a passion for problem-solving, enthusiasm for excellent customer service, and 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 team, you’ll be helping us create 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. Our core values are integrity; respect; sound judgment; customer-focused; results driven; giving back.

Key Duties

• Provide technical support through phone, and remote services during regular working hours.
• Install, reinstall, configure, and troubleshoot:
  • Desktop operating systems, software, hardware, and peripheral components include monitors, keyboards, printers, disk drives, servers, desktop computers, switches, wireless access points, routers, and firewalls.
• Document:
  • Detailed ticket notes, timesheets, and procedures.
• Maintain open communication with all team members to actively assist in resolving issues for clients.

Experience

• 1-2 years or more excellent IT Support in a business environment.
  • Direct MSP experience preferred.
• Experience using a Ticketing system (PSA) preferred.
  • ConnectWise Automate / Manage is a plus.
• Experience in the following:
  • Windows Desktop operating systems
  • Windows Server operating systems
  • Office 365 Email
  • Microsoft Office products
  • Anti-Malware solutions
  • Backup solutions
  • Anti-Spam Solutions
  • Remote Access VPN configuration & troubleshooting
  • Network printer installation & troubleshooting
  • Active Directory user management
  • Basic network support
  • Basic Line of Business (various platforms) software support

Skills & Qualifications:

• Fluent in English – REQUIRED.
• Excellent customer service skills with the ability to convey technical information to non-technical clients in a respectable manner — a must.
• Foundational knowledge of various technologies such as IT infrastructures and networking components.
• Strong documentation skills and excellent verbal and written communication skills.
• Service-oriented approach – you want to get the job done and get it done correctly.
• Eager to learn, keeps up to date on current technologies, and skilled at absorbing new technologies quickly.
• Team player, ready to attack each day, teachable/constructive attitude, willing to advance and grow.
• Attention to detail on every single support request or job.
• Great problem-solving / Critical thinking skills.

Benefits

• Option to work from home.
• Bi-weekly payment.
• Flexible schedule.
• Friendly teamwork environment.
• Professional growth opportunities.

Descripción:

Analista del centro de operaciones (NOC) que debe administrar algunos de los sistemas que usa la empresa para brindar servicios administrados de tecnología. Proveer soluciones a los problemas técnicos de nuestros clientes utilizando herramientas de soporte remoto y vía telefónica de preferencia con el dominio del idioma Inglés.

Responsabilidades:

• Monitoreo de nuestros sistemas: automatizaciones y administración remota, respaldo (backups), anti virus, entre otros.
• Soporte al cliente: el propósito es brindar un servicio óptimo al usuario final utilizando las herramientas disponibles. Mantenimiento a servidores y sistemas operativos, administración de correos (Exchange/Outlook), soporte a aplicaciones bajo Windows y del paquete de Microsoft Office.
• Manejo de requerimientos de soporte: servicios en tecnología de la información (remoto y vía telefónica) a usuarios finales.
• Manejo de proyectos: alojamiento, servicios en la nube, correo corporativo, anti-spam, migraciones de plataformas, virtualización, entre otros.
• Administración de Servidores: mantenimientos recurrentes, monitoreo de servicios críticos, análisis de eventos del sistema operativo, mantenimiento de dominios.
• Crear y mantener procesos proactivos.

Cualificaciones:

• Título universitario en Ingeniería en Telemática. Telecomunicaciones, Sistemas o relacionado con tecnología de la Información.
• 1 año mínimo de experiencia en Soporte Técnico con manejo de redes bajo ambiente Microsoft Windows.
• Certificaciones o manejo de sistemas operativo para servidores (2008/2012/2016) y estaciones de trabajo (7/8/10).
• Certificaciones o manejo de aplicaciones del paquete de Microsoft Office (WORD, EXCEL, POWERPOINT, OUTLOOK) y EXCHANGE 2008/2012.
• Pensamiento analítico, trabajo en equipo, servicio al cliente, habilidades interpersonales y de comunicación.
• Seguimiento y resolución de problemas.
• Inglés (hablado y escrito) *preferiblemente*

We are looking for a bilingual security engineer. This person will be responsible for different risk assessment, monitoring, identifying vulnerabilities within different networks, configuring systems, firewalls and processes to enhance existing security features.

In this role you are expected to respond to, and document, any security threats, resolve technical faults and allocate resources to deliver real solutions in a cost-effective way.

This position will be a remote position. Which means that from the Dominican Republic the Security Engineer will be working with multiple companies in the US. This position will be reporting to our Service Manager and company owners.

Responsibilities:

• Vulnerability assessment analysis
• Patching and Antimalware reviews
• Penetration test reviews
• Prepare and document standard operating procedures and protocols
• Continuous and persistent monitoring of security logs and network traffic
• Recommend software, tools, or solutions to enhance security posture
• Develop new tools and practices to detect new threats or reduce remediation time

• Continuously works to tune security tools to minimize false positives and maximize detection and prevention effectiveness
• Threat intelligence conducting proactive research to analyze security weaknesses and recommend appropriate strategies
• Liaising with vendors to implement security solutions

Skills & Qualifications:

• IT/Telecommunications Engineer or Bachelor’s degree in Cybersecurity, Information Systems or related field, or equivalent combination of education and experience
• Minimum of 3 year of experience
• Solid knowledge of:
  • Windows networks and Windows desktop – Auditing, logging, security.
  • Microsoft Office, Office 365, Microsoft Exchange, anti-virus, security and internet
  • Networking – TCP/IP, DNS, etc

• Network+ or equivalent experience
• Security + or equivalent experience
• PenTest + or equivalent experience
• CASP+ or equivalent experience
• Experience with network devices such as Switches, Routers, Firewalls. Eg: Sonicwall, Cisco, Fortinet
• Ethical Hacking Experience
• Basic Database security knowledge
• Forensic Computing
• Attention to details and good problem-solving skills
• Project Management
• Antivirus

We are looking for a bilingual Office Admin.  Critical to this role is the ability to speak and write in English at a proficient level.   The Office Admin will collaborate with our service and project teams to deliver customer solutions.  This position will also provide administrative support, work with our billing team, and contribute to and coordinate activities on different projects as requested.  The successful candidate will demonstrate the ability to work with all levels of internal management and team members as well as customers and vendors.

This position will be a remote position located in the Dominican Republic working with multiple US-based companies.  Initially, this position will be reporting to the Director of Operations in the Dominican Republic.

Responsibilities:

• Work closely with the service team and customers to understand the details of purchase requirements.
• Create quotes and communicate directly with customers via email and phone calls to complete orders on their behalf.
• Negotiate terms with suppliers such as price, deadlines, and expectations and create purchase orders.
• Monitor all purchasing and ordering activities to ensure that orders are completed on behalf of customers in a timely manner. Assist in resolving any issues that arise to ensure that we have successfully provided a solution.
• Provide purchasing support for all operations units within our company.
• Liaise with the billing team to resolve billing questions related to ordering and purchasing.
• Compile and distribute weekly/monthly reports and communicate key results to our service management team.
• Work closely with the projects implementation team to review proposals and perform various coordinating tasks to ensure projects are completed on time.

Skills & Requirements:

• Bilingual in English and Spanish
• 3 or more years of experience in goods and services purchasing and handling different distributors.
• Business Administration with experience in an Information Technology environment.
• Proficient in Office suite (WORD, EXCEL, POWERPOINT, OUTLOOK).
• High attention to detail.
• Negotiation and conflict resolution skills
• Monitoring and follow up to track service request completion.
• Customer service skills.
• Strong written and verbal communication skills.
• Sense of urgency in meeting all deadlines.
• Ability to work independently and yet collaborate with team members across the company.
• Experience in budgeting, reporting and analysis is a PLUS.

Description:

We are seeking a bilingual, customer-focused, and dedicated IT Service Manager to oversee, support, and guide our Service team. In this role, you will lead a dynamic team, cultivating a culture that prioritizes customer satisfaction and drives continuous improvement in our service operations.

If you have a passion for problem-solving, enthusiasm for excellent customer service, and a strong affinity for technology, we want to hear from you!

At NTI, we are passionate about providing exceptional IT support to small and mid-sized companies. We prioritize innovation, a positive work environment, and a commitment to our core values: Integrity, Respect, Sound Judgment, Customer Focus, Results-Driven, and Giving Back.

Join us in making an impact through IT support!

Key Duties:

• Motivate and inspire our service team to deliver exceptional customer service.
• Oversee daily service delivery, monitor ticket resolution, and collaborate with Service Coordinators for effective solutions.
• Coordinate and lead the resolution of service escalations.
• Provide guidance to the technical team to find the best resolutions to technical difficulties.
• Facilitate service meetings for knowledge sharing and improvement.
• Regularly review calls and service tickets to ensure we are meeting our service standards and performance metrics and provide feedback to the team accordingly.
• Identify opportunities to enhance customer service procedures and present recommendations to the Service Director.
• Gather data and prepare reports summarizing customer experiences and inquiries.
• Manage schedules with a consideration for business activities and team responsibilities.
• Create documentation and guides for current and future internal processes and responses to frequently asked questions using IT Glue.
• Keep service representatives informed about products and service updates.
• Collaborate with HR on recruitment efforts.

Experience:

• 5-7 years of experience in a customer service management role in the IT industry; direct MSP experience preferred.
• One-year minimum experience with a ticketing system; ConnectWise PSA preferred
• Experience with remote monitoring and management tools; ConnectWise Automate preferred.
• Experience with tools such as BrightGauge, and IT Gluesystems preferred.
• Foundational knowledge of various technologies, such as IT infrastructures and networking components.
• Experience with Windows Desktop and Server operating systems, Office 365 Email, Microsoft Office products, Anti-Malware solutions, Backup solutions, Anti-Spam Solutions, Remote Access VPN configuration & troubleshooting, Network printer installation & troubleshooting, Active Directory user management, Basic network support, and Basic Line of Business software support.

Qualifications & Skills:

• Advanced English language skills are a MUST.
• Excellent customer service skills with the ability to convey technical information to non-technical clients in a respectable manner.
• Team player with a teachable and constructive attitude.
• Service-oriented approach with strong problem-solving and critical thinking skills.
• Outstanding organization and time management abilities to handle multiple tasks and priorities.
• Ability to make quick and effective decisions.
• Comfortable working in a fast-paced environment and managing uncertainty effectively.
• Proactive and capable of taking decisive action to resolve issues swiftly.
• Eager to learn, keep up to date on current technologies, and skilled at absorbing new technologies quickly.
• Strong written and verbal communication skills.
• Strong documentation skills.

Benefits:

• DR Law Benefits.
• Flexible Vacation Time.
• Option to Work from Home.
• Friendly Teamwork Environment.
• Learning and Development Opportunities.

Description

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

• Monitor: Our systems automation and remote administration, backups, and anti-virus solutions, critical systems, appliances, devices, and services.
• 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.
• 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.
  • CMaintain open communications with all team members to actively assist in resolving problems and completing projects successfully.
  • Participate in on-call support activities per On Call schedule.
• Project Management: Collaborate with our teams to design and implement business solutions such as cloud services, corporate email, anti-spam, platform migration, virtualization, and more.
• Backup: Test and maintain 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 each day 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 respectable 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

• Option to work from home.
• Bi-weekly payment.
• Flexible schedule.
• Friendly teamwork environment.
• Professional growth opportunities.

Description:

We are looking for a Customer Onboarding Specialist to direct the implementation of new business VoIP services accounts.  You will operate as the lead in charge of multiple projects defining the scope of the account setup and managing the timeline.

In this role, you will act as a liaison between the team, our MSP partners, and our customers. This role is ideal for someone who is a great communicator and enjoys a busy day resolving issues that arise to ultimately ensure that a smooth and timely customer onboarding takes place and that the customer’s initial experience with our company is exceptional. The ability to speak and write in English fluently is essential to this role.

What is it like to work at NTI?  As a member of our team, you’ll be helping us create 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. Our core values are Integrity; respect; sound judgment; customer-focused; results driven; giving back.

Key Duties:

• Responsible for the end-to-end customer experience and satisfaction during the onboarding process.
• Initiate the onboarding process by setting up calls with customers and providing consultative solutions to ensure the details of their phone service needs are understood and we are able to provide the best account configuration to support their business communications.
• Develop, communicate, maintain, and manage the detailed project plans and timelines for new service account implementations.
• Work closely with our team and our partners located remotely to ensure deadlines, milestones, and success criteria are met or exceeded through timely coordination.
• Take ownership of the resolution of any issues that arise by collaborating with internal project contributors.
• Provide timely, courteous, accurate, and on-going updates to customers and partners via phone and email.
• Utilize a standard ticket management system to create, research, refer, and close tickets related to new account set up and onboarding tasks.
• Upon completion, hand off new accounts to our support team and provide all details needed to ensure a continuing successful relationship.
• Maintain business awareness of our products and service capabilities.

Experience & Qualifications:

• Fluent in English is required.
• Bachelor’s degree or equivalent work experience.
• Minimum of 5 years of proven customer support experience or experience as a client services representative.
• Previous customer onboarding experience is a plus.
• Proven ability to successfully manage projects.
• Ability to manage the day-to-day operational aspects of all ongoing new account implementations.
• Strong organizational skills.
• Sense of urgency in meeting all deadlines.
• Customer-focused style with the skills and ability to handle difficult conversations.
• Strong written and verbal communication skills.
• Precise attention to details.
• Familiarity with CRM systems and practices.

Additional Information:

This position has the following benefits:

• Option to work from home.
• Bi-weekly payment.
• Flexible schedule.
• Flexible PTO.
• Friendly teamwork environment.
• Professional growth opportunities.

Description

We are looking for a bilingual Help Desk Engineer. This is a Level 1 IT Specialist role in which your primary responsibility will be to provide remote support to our US-based customers. In this role, each day will be different with time spent troubleshooting and solving users’ issues and requests, helping maintain communication with our vendors, and helping to maintain systems.

You will be the first person our customers reach out to for assistance so if you have a passion for problem-solving, enthusiasm for excellent customer service, and 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 team, you’ll be helping us create 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. Our core values are integrity; respect; sound judgment; customer-focused; results driven; giving back.

Key Duties

• Provide technical support through phone, and remote services during regular working hours.
• Install, reinstall, configure, and troubleshoot:
  • Desktop operating systems, software, hardware, and peripheral components include monitors, keyboards, printers, disk drives, servers, desktop computers, switches, wireless access points, routers, and firewalls.
• Document:
  • Detailed ticket notes, timesheets, and procedures.
• Maintain open communication with all team members to actively assist in resolving issues for clients.

Experience

• 1-2 years or more excellent IT Support in a business environment.
  • Direct MSP experience preferred.
• Experience using a Ticketing system (PSA) preferred.
  • ConnectWise Automate / Manage is a plus.
• Experience in the following:
  • Windows Desktop operating systems
  • Windows Server operating systems
  • Office 365 Email
  • Microsoft Office products
  • Anti-Malware solutions
  • Backup solutions
  • Anti-Spam Solutions
  • Remote Access VPN configuration & troubleshooting
  • Network printer installation & troubleshooting
  • Active Directory user management
  • Basic network support
  • Basic Line of Business (various platforms) software support

Skills & Qualifications:

• Fluent in English – REQUIRED.
• Excellent customer service skills with the ability to convey technical information to non-technical clients in a respectable manner — a must.
• Foundational knowledge of various technologies such as IT infrastructures and networking components.
• Strong documentation skills and excellent verbal and written communication skills.
• Service-oriented approach – you want to get the job done and get it done correctly.
• Eager to learn, keeps up to date on current technologies, and skilled at absorbing new technologies quickly.
• Team player, ready to attack each day, teachable/constructive attitude, willing to advance and grow.
• Attention to detail on every single support request or job.
• Great problem-solving / Critical thinking skills.

Benefits

• Option to work from home.
• Bi-weekly payment.
• Flexible schedule.
• Friendly teamwork environment.
• Professional growth opportunities.

Descripción:

Analista del centro de operaciones (NOC) que debe administrar algunos de los sistemas que usa la empresa para brindar servicios administrados de tecnología. Proveer soluciones a los problemas técnicos de nuestros clientes utilizando herramientas de soporte remoto y vía telefónica de preferencia con el dominio del idioma Inglés.

Responsabilidades:

• Monitoreo de nuestros sistemas: automatizaciones y administración remota, respaldo (backups), anti virus, entre otros.
• Soporte al cliente: el propósito es brindar un servicio óptimo al usuario final utilizando las herramientas disponibles. Mantenimiento a servidores y sistemas operativos, administración de correos (Exchange/Outlook), soporte a aplicaciones bajo Windows y del paquete de Microsoft Office.
• Manejo de requerimientos de soporte: servicios en tecnología de la información (remoto y vía telefónica) a usuarios finales.
• Manejo de proyectos: alojamiento, servicios en la nube, correo corporativo, anti-spam, migraciones de plataformas, virtualización, entre otros.
• Administración de Servidores: mantenimientos recurrentes, monitoreo de servicios críticos, análisis de eventos del sistema operativo, mantenimiento de dominios.
• Crear y mantener procesos proactivos.

Cualificaciones:

• Título universitario en Ingeniería en Telemática. Telecomunicaciones, Sistemas o relacionado con tecnología de la Información.
• 1 año mínimo de experiencia en Soporte Técnico con manejo de redes bajo ambiente Microsoft Windows.
• Certificaciones o manejo de sistemas operativo para servidores (2008/2012/2016) y estaciones de trabajo (7/8/10).
• Certificaciones o manejo de aplicaciones del paquete de Microsoft Office (WORD, EXCEL, POWERPOINT, OUTLOOK) y EXCHANGE 2008/2012.
• Pensamiento analítico, trabajo en equipo, servicio al cliente, habilidades interpersonales y de comunicación.
• Seguimiento y resolución de problemas.
• Inglés (hablado y escrito) *preferiblemente*

We are looking for a bilingual security engineer. This person will be responsible for different risk assessment, monitoring, identifying vulnerabilities within different networks, configuring systems, firewalls and processes to enhance existing security features.

In this role you are expected to respond to, and document, any security threats, resolve technical faults and allocate resources to deliver real solutions in a cost-effective way.

This position will be a remote position. Which means that from the Dominican Republic the Security Engineer will be working with multiple companies in the US. This position will be reporting to our Service Manager and company owners.

Responsibilities:

• Vulnerability assessment analysis
• Patching and Antimalware reviews
• Penetration test reviews
• Prepare and document standard operating procedures and protocols
• Continuous and persistent monitoring of security logs and network traffic
• Recommend software, tools, or solutions to enhance security posture
• Develop new tools and practices to detect new threats or reduce remediation time

• Continuously works to tune security tools to minimize false positives and maximize detection and prevention effectiveness
• Threat intelligence conducting proactive research to analyze security weaknesses and recommend appropriate strategies
• Liaising with vendors to implement security solutions

Skills & Qualifications:

• IT/Telecommunications Engineer or Bachelor’s degree in Cybersecurity, Information Systems or related field, or equivalent combination of education and experience
• Minimum of 3 year of experience
• Solid knowledge of:
  • Windows networks and Windows desktop – Auditing, logging, security.
  • Microsoft Office, Office 365, Microsoft Exchange, anti-virus, security and internet
  • Networking – TCP/IP, DNS, etc

• Network+ or equivalent experience
• Security + or equivalent experience
• PenTest + or equivalent experience
• CASP+ or equivalent experience
• Experience with network devices such as Switches, Routers, Firewalls. Eg: Sonicwall, Cisco, Fortinet
• Ethical Hacking Experience
• Basic Database security knowledge
• Forensic Computing
• Attention to details and good problem-solving skills
• Project Management
• Antivirus

We are looking for a bilingual Office Admin.  Critical to this role is the ability to speak and write in English at a proficient level.   The Office Admin will collaborate with our service and project teams to deliver customer solutions.  This position will also provide administrative support, work with our billing team, and contribute to and coordinate activities on different projects as requested.  The successful candidate will demonstrate the ability to work with all levels of internal management and team members as well as customers and vendors.

This position will be a remote position located in the Dominican Republic working with multiple US-based companies.  Initially, this position will be reporting to the Director of Operations in the Dominican Republic.

Responsibilities:

• Work closely with the service team and customers to understand the details of purchase requirements.
• Create quotes and communicate directly with customers via email and phone calls to complete orders on their behalf.
• Negotiate terms with suppliers such as price, deadlines, and expectations and create purchase orders.
• Monitor all purchasing and ordering activities to ensure that orders are completed on behalf of customers in a timely manner. Assist in resolving any issues that arise to ensure that we have successfully provided a solution.
• Provide purchasing support for all operations units within our company.
• Liaise with the billing team to resolve billing questions related to ordering and purchasing.
• Compile and distribute weekly/monthly reports and communicate key results to our service management team.
• Work closely with the projects implementation team to review proposals and perform various coordinating tasks to ensure projects are completed on time.

Skills & Requirements:

• Bilingual in English and Spanish
• 3 or more years of experience in goods and services purchasing and handling different distributors.
• Business Administration with experience in an Information Technology environment.
• Proficient in Office suite (WORD, EXCEL, POWERPOINT, OUTLOOK).
• High attention to detail.
• Negotiation and conflict resolution skills
• Monitoring and follow up to track service request completion.
• Customer service skills.
• Strong written and verbal communication skills.
• Sense of urgency in meeting all deadlines.
• Ability to work independently and yet collaborate with team members across the company.
• Experience in budgeting, reporting and analysis is a PLUS.