IT Support Engineer III

Role Overview

Job Title

IT Support Engineer III

Location

Canada

Job Type

Regular

About SHEIN

About SHEIN

SHEIN is a global online fashion and lifestyle retailer, offering value-for-money SHEIN branded apparel, as well as products from a global network of vendors, to our customers around the world, delivering on our commitment to make fashion accessible to all. Through our strategic partnership initiative, SHEIN Xcelerator, SHEIN supports brands and designers in their efforts to elevate business strategy and unlock market access, offering a tailored suite of direct-to-consumer (DTC) services, from product fulfilment to on-demand production services, as well as SHEIN's established global sales platform, so they can focus on making their creativity available to the world. SHEIN continues to promote our industry-leading, on-demand methodology for a smarter, future-ready industry.

About the Position

Position Overview

SHEIN Overseas IT is committed to enabling SHEIN’s rapid global expansion by developing future-ready IT platforms, applications, and services. Our mission is to lead the strategy, architecture, roadmap, and execution of Overseas IT, ensuring alignment with business priorities and global standards. We strive to deliver exceptional value to internal and external stakeholders, to become a world-class global IT organization.

We are seeking a passionate and experienced Enterprise IT Engineer III to lead innovative, technology-driven initiatives across IT Foundation Services. This role will be instrumental in managing complex programs that span Foundation Support, Infrastructure Build-out, Day 1 Onboarding, and ongoing Employee Engagement. At SHEIN, IT is at the forefront - delivering impactful, high-quality experiences to both internal and external customers every day, as well as HR, Finance, and various business teams. This role will play a critical leadership role in the design, planning, implementation, and optimization of cohesive, streamlined IT blueprints. These blueprints will encompass the necessary solutions, platforms, applications, and processes to support business needs. This position is essential to enabling SHEIN’s rapid employee and business growth across global markets, including the Americas, Europe, and APAC.

This position reports to the IT Manager, Warehouse.

Primary Responsibilities

1. Technical Support & Operations
   • Provide Level 1/2 support for desktops, laptops, Zebra printers, Android/iOS devices, and other endpoints.
   • Guide and support associates in day-to-day operational processes, especially around shipping and logistics tools.
   • Resolve workstation and software issues, including installation, upgrade, and maintenance of systems.
   • Document troubleshooting procedures and provide knowledge materials for end-users.
   • Participate in an on-call rotation, which may include occasional weekend shifts.
2. Infrastructure & Network Management
   • Design, implement, and maintain secure, scalable IT infrastructure systems.
   • Deploy and manage physical, virtual, and cloud server environments.
   • Configure and troubleshoot LAN/WAN, VPNs, switches, routers, firewalls, and wireless access points.
   • Collaborate with other IT teams to install and resolve infrastructure and system-related requirements.
3. Server, Cloud & Automation
   • Manage Windows and Linux servers along with AWS, Azure, or Google Cloud environments.
   • Perform patch management and system updates across environments.
   • Use scripting languages (e.g., PowerShell, Python) to automate repetitive tasks and enhance efficiency.
4. Backup, Recovery & Security
   • Develop, test, and maintain backup and disaster recovery procedures.
   • Ensure adherence to corporate security policies and implement network protection protocols.
   • Conduct regular system audits, vulnerability assessments, and monitor system health via tools (e.g., Zabbix, Nagios).
5. Maintain awareness of new and emerging technologies that create strategic and tactical studio advantages.
6. Assist multiple concurrent complex IT projects, and establish collaboration ecologies with internal and external studio customers as directed by senior leadership.

Who we are looking for

• Highly self-motivated, energetic, and proactive, with a strong passion for ideas and technology, and an insatiable curiosity to stay ahead of industry trends.
• Decisive and results-driven, consistently maintaining a positive and optimistic attitude when faced with challenges.
• Proven track record of successfully delivering projects, demonstrating a deep understanding of customer needs, technology solutions, quality standards, time-to-market, and budget management.
• Extensive experience with Agile methodologies, from strategic roadmap planning to effective delivery and execution.
• Strong communicator with excellent coordination, organizational, and interpersonal skills, adept at fostering team collaboration.
• Exceptional critical thinking, analytical, and problem-solving capabilities, with a knack for quickly identifying solutions to complex issues.
• Demonstrated success in working effectively with diverse, globally distributed teams, ensuring seamless collaboration and project success.

Qualifications

• Bachelor’s Degree in Computer Science, MS preferred.
• Minimum 4+ years of professional experience in IT Support & Operation Frameworks, including ITIL Frameworks, IT Service Lifecycle Management(Incident, Problem, Change, and Service Level Management, etc.), and IT Infrastructures, including Physical, Virtual, and Cloud-based Infrastructure.
• Excellent knowledge and expertise in Agile/Scrum project management methodologies, resource management, and change management practices.
• Demonstrated ability to thrive under pressure, delivering solutions to diverse and evolving needs.
• Fluent in written and spoken English.

Salary Range

6100~6300CAD

SHEIN is committed to an equitable and inclusive work environment for all candidates and provides equal opportunities in all employment practices without regard to race, color, national origin, ancestry, religion, sex, sexual orientation, gender identity, pregnancy or childbirth, age, disability, or veteran status.