IT Operations Support Level 2
20 hours ago
Dallas
Job DescriptionOverviewThe Senior IT Operations Support Specialist (Level 2) provides advanced operational support across Cavender’s infrastructure, store systems, and enterprise applications. This role serves as a key escalation point for Level 1 support and is responsible for structured troubleshooting and incident resolution impacting retail stores, distribution centers, and corporate users. Level 2 performs advanced troubleshooting across multiple systems and collaborates with infrastructure, application, and security teams to restore service and maintain operational stability. The role contributes to operational improvement by identifying recurring issues, performing incident trend analysis, and supporting operational documentation and system maintenance activities.Duties and Responsibilities • Support the “Cavender’s Culture” and drive the Mission, Vision and Values, • Serve as the primary escalation point for Level 1 incidents impacting store technology, enterprise applications, and infrastructure, • Review and approve escalations from Level 1 support teams, • Perform advanced troubleshooting across endpoints, identity services, networking, and enterprise applications, • Investigate and resolve technical incidents impacting POS systems, warehouse systems, and corporate platforms, • Support hybrid identity environments including Active Directory and Azure Active Directory (Entra ID), • Troubleshoot authentication issues, account access challenges, and identity synchronization problems, • Support endpoint monitoring and remediation using RMM platforms such as NinjaOne, • Assist with mobile device and endpoint management using platforms such as ManageEngine MDM or similar tools, • Support Microsoft 365 services including Exchange Online, Teams, and SharePoint, • Troubleshoot store and corporate network connectivity issues including WAN, VPN, and firewall-related problems, • Perform structured troubleshooting and provide technical findings to Level 3 teams when root cause analysis is required, • Perform incident trend analysis to identify recurring operational issues and improvement opportunities, • Implement minor configuration adjustments or operational fixes within established procedures, • Maintain and improve operational documentation including runbooks, SOPs, and troubleshooting guides, • Provide guidance and troubleshooting support to Level 1 team members, • Collaborate with infrastructure, application, and security teams to resolve incidents and improve operational stability, • Support system upgrades, maintenance activities, and operational improvements, • Participate in operational change reviews and readiness validation for system updates, • Support after-hours maintenance windows, on-call rotations, and critical business eventsQualifications and Requirements, • Bachelor’s degree in Information Technology or equivalent experience., • 3+ years of experience in IT operations, service desk, or enterprise support environments., • Experience supporting POS systems, retail technology, or enterprise applications in multi-location environments., • Experience troubleshooting endpoint, identity, networking, and application issues., • Familiarity with ITSM tools such as ServiceNow., • Strong troubleshooting, analytical, and documentation skills., • Ability to collaborate effectively with technical teams and business stakeholders., • Ability to participate in on-call rotations and occasional after-hours support., • Based in DFW, Houston, or Austin metropolitan areas.Preferred Skills, • Experience supporting Microsoft Dynamics retail or warehouse solutions., • Hands-on experience with Microsoft 365, hybrid identity, endpoint management, and mobile device management platforms., • Experience with Fortinet networking technologies and SD-WAN/SASE environments., • Familiarity with ITIL or managed service frameworks., • Relevant technical certifications (Microsoft, CompTIA, Fortinet, or similar). Cavender’s is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, military status, national origin, sex, ancestry, age, sexual orientation, pregnancy, disability, genetic information, or any other personal characteristic protected under federal, state, or local law. Cavender’s will provide reasonable accommodations for persons with a disability upon request. If you have a disability and need assistance completing the application, please call Customer Service at (888) 361-2555 or visit your nearest Cavender’s store.