System and Network Engineer Tier 2

REST Solution offers a full range of outsourced IT support and cybersecurity services at a fair price. We are committed to help companies scale and grow by streamlining IT operations, minimizing downtime and improving productivity. In the process, we also help companies save costs and plan for their IT expenses. We proudly offer exceptional customer service that goes beyond mere delivery of IT support.

Our engineers go the extra mile to enable you to reach your business goals with ease.

Job Summary

In this role, you will provide an effective diagnostic evaluation of Customers needs and in all cases use good judgment and timeliness in responding to and resolving each issue/ request to the customers satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolve technical problems, timely response to telephone calls, email, and personnel requests for technical support. The position also requires accurate documentation and tracking and monitoring the problem to ensure a timely resolution. Support and demonstration of the REST SOLUTIONS values and expectations for customer support and satisfaction are fundamental to this role.

Duties and Responsibilities

Monitor the IT infrastructure (servers, storage, network, etc.) and application using different monitoring tools.

Manage incident/ request assigned to the Tier 2 support team.

Determine the most effective manner to resolve the clients technical issues. Engage in research and in-depth troubleshooting to resolve technical issues.

Document customers and problem information in the ticketing system. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.

Verify suggested solutions, and effectively resolve the customers issues through verbal or email follow-up.

Create and update knowledge base articles and share it with the rest of the support team.

Deploy/implement IT solutions as a Project technical resource.

Create and update technical documentation both as part of managed service and for projects.

Be on-call if an escalation is needed during the night, weekends and holidays.

Possible business trip to implement an infrastructure on-premise.

Ensure that technical skills are up-to-date, with the goal of remaining current on new developments affecting the work activities.

Other similar ad hoc tasks.



Information Security

Comply with all organizational information security policies, procedures, and best practices, including proper handling of sensitive data, use of approved systems, and adherence to access control measures.

Actively contribute to maintaining the organization's information security by participating in required training, reporting potential security incidents, and promoting a culture of security awareness in daily activities.



Requirements

At least 3 years of relevant work experience in at least one of the following skills:

Windows administration:

OS (Windows and Windows Server) troubleshooting

Active Directory management (including Entra Connect synchronization)

File server management

DHCP and DNS server management

Network Policy Server (RADIUS) management

Patching

Network administration:

Firewall (Meraki, Fortigate, Ubiquiti)

Routing and switching (Meraki, Cisco Catalyst, Ubiquiti)

Wireless (Meraki, Ruckus, Ubiquiti)

Structured cabling

Linux administration

OS troubleshooting

Apache/NGINX web server management

Patching

Azure / Microsoft 365:

Azure IaaS

Entra ID

Exchange Online management

Other cloud platforms

AWS

GCP

One or more of these Certifications or Exams passed (preferred):

CCNA

Microsoft Certified: Azure Data Fundamentals

CompTIA Server+ or Network+



Key Competencies:

Ability to work in a fast-paced environment

Team Player with initiative

Working Condition:

Remote Set up

Will be on-call if needed after office hours, willing to work during local holidays and weekends if necessary.