Senior IT Operations Engineer

SWFM Retail Group, LLC Corporate office (Forman Mills/Shoppers World) in Cinnaminson NJ is seeking a Senior IT Operations Engineer and serve as the technical backbone of our IT organization. This individual will be the go to escalation point when systems, networks, or computers fail, and will own day to day IT operations across a multi-location retail environment.

This is an onsite/ hands on role not just a managerial position. You will manage help desk operations, provide Level-2/3 technical support, and be responsible for the stability, security, and performance of our Windows systems and network infrastructure.

Key Responsibilities

IT Operations & Help Desk Oversight

    •             Own day to day IT operations across corporate and store locations

    •             Manage and direct Tier-1 help desk staff and workflows

    •             Act as the primary Level-2 / Level-3 escalation point

    •             Diagnose and resolve complex hardware, software, and network issues

    •             Ensure timely resolution of incidents and minimize downtime

Network Infrastructure & Protection

    •             Design, maintain, and troubleshoot:

    •             Firewalls (Meraki, SonicWall, Fortinet, Ubiquiti, or similar)

    •             VLANs, VPNs, site-to-site connectivity

    •             DNS, DHCP, IP addressing, routing

    •             ISP circuits and failover

    •             Own network security best practices and incident response

    •             Monitor for threats, outages, and performance issues

Windows Systems & Endpoint Management

    •             Administer Windows environments (servers and workstations)

    •             Manage Active Directory, Group Policy, permissions, patching

    •             Support endpoint security tools (Crowdstrike, SentinelOne, Defender

    •             Oversee imaging, deployment, and lifecycle management of devices

Retail Systems Support

    •             Support POS systems and store infrastructure

    •             Troubleshoot authentication, network, and connectivity issues impacting sales

    •             Coordinate with vendors, MSPs, and telecom providers when needed

    •             Act as internal technical authority during outages or system changes

Documentation & Process Improvement

    •             Document network diagrams, standards, and procedures

    •             Improve monitoring, alerting, and escalation processes

    •             Proactively identify risks and recommend improvements

Required Skills & Experience

    •             5+ years in IT operations, systems, or network engineering

    •             Strong hands-on experience with:

    •             Windows OS & Active Directory

    •             Networking fundamentals (DNS, DHCP, VLANs, VPNs, firewalls)

    •             Endpoint security and network protection

    •             Proven ability to troubleshoot under pressure

    •             Experience supporting distributed / multi location environments

    •             Comfortable being the “last stop” when something breaks

    •             Retail or POS system experience

    •             RMM tools and monitoring platforms

    •             Cloud exposure (M365)

    •             Vendor management experience

    •             Basic scripting (PowerShell)