IT Systems Engineer

Collectivus Holdings is a dynamic business group encompassing brands many of the most prestigious brands in the Collecting, Trading Card Game, and Hobby industries. With a century's worth of collective experience in driving product and service innovation, high-end quality standards, and elevated customer experience, Collectivus brands are among the most recognized and loved throughout the world by the communities they serve.

Website:                   https://www.collectivusholdings.com

Locations:                Nashville – Garland – Aarhus – Lisbon – Worldwide

Job Title:                  IT Systems Engineer I

Location:                  Garland, Texas (Hybrid)

Collectivus Holdings is seeking an IT Systems Engineer I to join our IT Operations team, supporting core enterprise systems across our family of business units.

This role serves as a Level II escalation resource, working beyond frontline troubleshooting to administer Microsoft 365, Entra ID, endpoint management, and identity/access systems that keep the business running. 

The ideal candidate combines strong technical depth with the initiative to automate recurring work, strengthen documentation, and build the capability of the broader support team. This role partners closely with IT leadership and business stakeholders across the organization to keep core systems secure, available, and performing to standard.

Responsibilities

• Contribute to Level I support and serve as an escalation resource for issues beyond frontline troubleshooting, resolving complex hardware, software, network, and systems problems.
• Administer and maintain core enterprise systems, including Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Entra ID, and Single Sign-On/identity federation, ensuring availability, security, and performance across all business units.
• Support identity and access management for assigned systems, assisting with SSO, MFA, and Conditional Access configuration, and handling user/group provisioning across core systems.
• Support endpoint management and device lifecycle through MDM tooling (e.g., JAMF), ensuring consistent configuration, security posture, and compliance across company devices.
• Contribute to infrastructure project execution, including system migrations, platform upgrades, and new technology integrations, partnering with IT leadership to scope and deliver on time.
• Monitor system health and performance proactively, using available tooling to catch and remediate issues before they escalate into outages or tickets.
• Develop automation (PowerShell, Power Automate, scripting) to streamline provisioning, system administration, and recurring operational work.
• Partner with Security to apply patching, respond to vulnerability findings, and support endpoint security tooling (e.g., Huntress, Rapid7) across the environment.
• Support disaster recovery execution for assigned systems, assisting with backup testing, validating recovery procedures, and maintaining runbooks.
• Build and maintain system-level documentation, including configuration standards, architecture notes, and technical runbooks, to support consistency and reduce single-person dependencies.
• Provide technical guidance to the Support Specialist team on advanced troubleshooting, helping build team capability and reduce recurring escalation volume over time.
• Recommend system enhancements in collaboration with IT and business stakeholders, tying technical decisions back to reliability and user experience.
• Provide occasional on-site support and coverage during company events or after-hours as needed, including occasional travel to Collectivus Holdings locations.

Key KPIs / Metrics

• Escalation Resolution Time: Average time to resolve issues escalated from Level I support.
• Escalation Closure Rate: Percentage of escalated issues resolved without further escalation to senior engineering, vendor, or outside support.
• Core System Uptime/Availability: Uptime percentage for owned systems (Microsoft 365, Entra ID/SSO, endpoint management).
• Access & Provisioning Turnaround Time: Average time to complete SSO, MFA, Conditional Access, and system-level user/group provisioning requests.
• Provisioning Accuracy Rate: Percentage of access/identity changes completed without error or rework.
• Device Compliance Rate: Percentage of MDM-managed devices meeting configuration and security standards.
• Patch & Vulnerability Remediation Time: Average time to remediate flagged vulnerabilities or apply required patches within SLA.
• Project Task Completion Rate: Percentage of assigned infrastructure project tasks/milestones completed on schedule.
• Recurring Issue Rate: Frequency of repeat incidents tied to owned systems, indicating opportunities for permanent fixes.
• Automation Impact: Number of automation workflows/scripts delivered and estimated hours saved.
• Backup & DR Validation Completion Rate: Percentage of scheduled backup tests/DR exercises completed successfully for assigned systems.
• Documentation Currency: Percentage of owned systems with up-to-date runbooks, configuration standards, and technical documentation.
• After-Hours/On-Call Response Compliance: Adherence to on-call rotation and responsiveness during off-hours incidents.

Skills & Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 3 years of experience in systems administration, IT support, or infrastructure engineering, with direct experience administering Microsoft 365 and Entra ID.
• Hands-on experience with identity and access management, including SSO, MFA, and Conditional Access.
• Experience with MDM/endpoint management tooling (e.g., JAMF) across a mixed device environment.
• Working knowledge of PowerShell and Power Automate, or comparable scripting/automation tools.
• Familiarity with endpoint security and vulnerability management tooling (e.g., Huntress, Rapid7).
• Experience supporting disaster recovery activities, including backup testing and runbook maintenance.
• Strong written communication skills, with the ability to produce clear technical documentation.
• Ability to mentor junior support staff and communicate technical concepts to non-technical stakeholders.
• Ability to participate in an on-call rotation and respond to incidents after hours.
• Willingness to travel occasionally to Collectivus Holdings locations as needed.

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