About REST Solution
REST Solution is an IT services and cybersecurity partner providing end-to-end, 24/7 support to help businesses manage their IT infrastructure, support users, migrate to the cloud, strengthen cybersecurity, and implement proactive monitoring and response. The company works as an extension of its customers' IT and security teams, with a focus on reliable operations, responsive service, and scalable support across multiple countries.
REST Solution's services include managed IT, 24/7 helpdesk, 24/7 infrastructure monitoring through its NOC, infrastructure maintenance, cloud and infrastructure projects, cybersecurity engineering, vulnerability management, SOC and CSIRT services, and governance and compliance support. REST Solution is ISO 27001 certified, reflecting its commitment to structured information security practices and operational resilience.
Founded in 2015, REST Solution supports international organizations through a global operating model, with multiple locations worldwide, multilingual support capabilities, and customer-centric service delivery. Its purpose is reflected in its motto: We take care of your IT, you REST.
Role Overview
The Tier 2 Engineer is responsible for the administration, maintenance, and support of both internal and client IT infrastructure, including servers, networks, virtualization platforms, cloud services, and Microsoft 365 environments. This role ensures the reliability, security, and performance of critical business systems through proactive monitoring, troubleshooting, maintenance, and continuous improvement initiatives. The Tier 2 Engineer serves as escalation point for technical issues, delivering timely resolution of incidents and service requests while maintaining a high standard of customer service and operational experience.
The successful candidate will provide technical support across Windows and Linux environments, manage networking and security infrastructure, administer virtualization platforms such as Hyper-V and VMware, and support cloud services including Microsoft Azure, AWS, GCP, etc. The role also collaborates with internal teams and external vendors to implement infrastructure projects, maintain operational excellence, and respond to incidents in a timely manner.
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 client's 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 and implement IT solutions as a Project technical resource.
Create and update technical documentation both as part of managed service and projects.
Be on call if an escalation is needed during the night, weekends, and holidays.
Possible business trip to implement infrastructure on premises.
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.
Qualifications and Skills
Minimum of 3 years of relevant hands-on experience in one or more of the following areas:
Windows
Administration
Troubleshooting and supporting Windows Desktop and Windows Server operating systems
Managing and maintaining Active Directory, including Microsoft Entra Connect synchronization
Administering file servers and shared storage resources
Managing DHCP, DNS, and Network Policy Server (NPS/RADIUS) services
Performing operating system updates, patch management, and security maintenance
Virtualization and Hypervisors
Deploying, administering, and troubleshooting virtualization platforms, including:
Microsoft Hyper-V
VMware ESXi / vSphere /vCenter
Proxmox VE
Citrix Hypervisor
KVM-based virtualization environments
Managing virtual machines, virtual networking, storage, snapshots, replication, and high-availability configurations
Planning and supporting virtualization infrastructure upgrades, migrations, and disaster recovery solutions
Network
Administration
Configuring, managing, and troubleshooting firewalls such as Meraki, FortiGate, and Ubiquiti
Administering routing and switching infrastructure, including Cisco Catalyst, Meraki, and Ubiquiti devices
Deploying and supporting wireless network solutions using Meraki, Ruckus, and Ubiquiti
Managing VPN connectivity, network security, and network performance
Understanding and supporting structured cabling and network infrastructure
Linux
Administration
Troubleshooting and maintaining Linux-based operating systems
Managing and supporting web servers, including Apache and NGINX
Performing Linux system updates, patching, and routine maintenance
Microsoft Azure and Microsoft 365
Experience with Microsoft Azure Infrastructure as a Service (IaaS)
Administration and support of Microsoft Entra ID
Management and troubleshooting of Exchange Online
Cloud Platforms
Experience with other cloud platforms such as Amazon Web Services (AWS) and Google Cloud Platform (GCP)
Preferred
Certifications
Candidates holding one or more of the following certifications are preferred:
Cisco Certified Network Associate (CCNA)
Microsoft Certified: Azure Fundamentals / Azure Data Fundamentals
CompTIA Server+
CompTIA Network+
Working Conditions
Hybrid work arrangement, with a combination of remote and on-site work as required.
Work schedules may be adjusted or rotated across different shifts based on business and operational requirements.
Availability to provide support outside regular business hours when necessary.
Participation in an on-call rotation to support critical systems and major incident responses.
Occasional evening, overnight, weekend, or holiday work may be required to accommodate system maintenance, infrastructure changes, deployments, and critical operational events.