IT Systems Engineer L2

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

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.

Who We are:

At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. ( Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter .

New Charter Technologies is committ e d to cr e ating an inclusiv e e nvironm e nt and is proud to b e an e qual opportunity e mploy er. New Charter re cruits, e mploys, trains, comp e nsat e s, and promot e s r e gardl e ss of rac e , color, r e ligion, s e x, s e xual ori e ntation, g e nd e r id e ntity, national origin, v e t eran, or disability status.