IT Systems Engineer L2

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At Stronghold, a New Charter Company, we are seeking a Systems Engineer II (in other companies this person could hold the title of Systems Administrator II, Client Support Engineer, Systems Engineer II | MSP Escalations), to resolve escalated Service Desk tickets, serve as a technical resource for clients and internal teams, and help us deliver exceptional customer support.

This is an on-site role in Joplin.

In this role, you will own complex ticket escalations, troubleshoot Microsoft and infrastructure platforms, and proactively identify improvements that enhance client outcomes.

To be successful in this role, you will combine strong troubleshooting instincts with excellent communication—setting clear expectations, documenting solutions, and continuously improving reliability across Windows, Microsoft 365, networks, and backup/disaster recovery systems

General job duties include:

• Resolve escalated Service Desk tickets and serve as a senior technical escalation point for complex issues.
• Troubleshoot and support Microsoft platforms including Microsoft 365/Office 365, Active Directory, and current versions of Windows.
• Support and maintain client infrastructure components (networking, firewalls, VLANs/VPNs, VMware ESXi, DNS filtering, and related services).
• Manage tickets with a high level of ownership, prioritization, and follow-through; communicate status and next steps to clients and internal stakeholders.
• Apply backup and disaster recovery (BDR) best practices; troubleshoot BDR topologies and validate recoverability where applicable.
• Proactively identify recurring issues and opportunities to improve tooling, documentation, automations, and support processes.
• Effectively manage client expectations around scope, timelines, and service delivery while maintaining a customer-first mindset.

Required Experience:

• Several years of experience as a Systems Engineer (or equivalent) with strong critical-thinking and troubleshooting skills.
• 2–4 years of IT triage / Help Desk experience, including handling escalations and high-priority incidents.
• 2+ years troubleshooting or supporting Microsoft platforms (Microsoft 365/Office 365, Active Directory, and current versions of Windows).
• Strong knowledge of infrastructure hardware, networks, and firewalls (VLANs, VPNs, VMware ESXi, DNS filtering, etc.).
• Working knowledge of backup and disaster recovery (BDR) best practices, including experience troubleshooting BDR environments.

Preferred Experience:

• Managed Service Provider (MSP) experience.
• Citrix experience.
• MS900 certification (or equivalent knowledge).
• AZ900 certification (or equivalent knowledge).

Benefits:

• 401(k)
• Health, dental, and vision insurance coverage
• 6 paid holidays
• Bonus program, plus more
• Family-first mentality: we believe family comes first and support having a life outside of work

Compensation:

The compensation is expected to start at $50,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

Stronghold is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Stronghold recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.