Level 1 Support Engineer – Bilingual Help Desk

About the role

We are looking for a bilingual Level 1 Support Engineer to be the first point of contact for our US‑based clients. The role involves remote troubleshooting of desktops, software and basic networking, while providing clear communication in English.

Key responsibilities

• Answer incoming support requests by phone or remote access and log all actions in the ticketing system.
• Troubleshoot and resolve issues on Windows desktops and servers, Microsoft Office/Office 365, printers, monitors, routers, switches, wireless access points and firewalls.
• Install, reinstall and configure operating systems, Office suites and peripheral devices.
• Collaborate with internal teams and vendors to ensure system performance and client satisfaction.

Required profile

• At least 2 years of IT support experience, preferably in a Managed Service Provider environment.
• Fluent English communication skills, both written and verbal.
• Strong customer‑first attitude and ability to explain technical concepts to non‑technical users.
• Proactive, organized and eager to learn new technologies.

Required skills

• Windows desktop and server operating systems.
• Office 365 and Microsoft Office Suite.
• Active Directory, VPN, antivirus/anti‑spam tools and backup solutions.
• Basic networking concepts and network printer setup.
• Experience with ticketing systems; ConnectWise a plus.

What we offer

• Benefits in accordance with Dominican Labor Law.
• Company‑provided equipment and parking for onsite or hybrid staff.
• 13 U.S. holidays plus flexible paid time off.
• Collaborative team environment with learning and professional development opportunities.