IT Operations Support Level 2

OverviewThe 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 ResponsibilitiesSupport 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 infrastructureReview and approve escalations from Level 1 support teamsPerform advanced troubleshooting across endpoints, identity services, networking, and enterprise applicationsInvestigate and resolve technical incidents impacting POS systems, warehouse systems, and corporate platformsSupport hybrid identity environments including Active Directory and Azure Active Directory (Entra ID)Troubleshoot authentication issues, account access challenges, and identity synchronization problemsSupport endpoint monitoring and remediation using RMM platforms such as NinjaOneAssist with mobile device and endpoint management using platforms such as ManageEngine MDM or similar toolsSupport Microsoft 365 services including Exchange Online, Teams, and SharePointTroubleshoot store and corporate network connectivity issues including WAN, VPN, and firewall-related problemsPerform structured troubleshooting and provide technical findings to Level 3 teams when root cause analysis is requiredPerform incident trend analysis to identify recurring operational issues and improvement opportunitiesImplement minor configuration adjustments or operational fixes within established proceduresMaintain and improve operational documentation including runbooks, SOPs, and troubleshooting guidesProvide guidance and troubleshooting support to Level 1 team membersCollaborate with infrastructure, application, and security teams to resolve incidents and improve operational stabilitySupport system upgrades, maintenance activities, and operational improvementsParticipate in operational change reviews and readiness validation for system updatesSupport after-hours maintenance windows, on-call rotations, and critical business eventsQualifications and RequirementsBachelor'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 Houston, San Antonio, or Austin metropolitan areas.Preferred SkillsExperience 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.Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.