Senior IT Specialist

AfterShip•Toronto, ON

10d•Hybrid

About The Position

AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants. AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system—giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint. Today, over 20,000 businesses—including Samsung, Gymshark, Vivino, Harry’s, Mous, and Rakuten—rely on AfterShip. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia. As a Senior IT Specialist at AfterShip, you will be the foundational pillar for our IT operations across our North American (NA) and European (EU) hubs. You will act as the critical bridge between our IT Hub in APAC and our growing global teams, ensuring our technology infrastructure scales seamlessly with our business. Your primary objective is to champion a world-class employee experience by providing high-touch support that eliminates time-zone friction. You are a trusted technical partner and hands-on builder who manages the entire hardware lifecycle and drives the local adoption of global IT initiatives. This is a high-impact role reporting to the IT Manager, requiring close collaboration with cross-functional partners in People, Finance, and Global IT. You will serve as the primary guardian of our technology standards in the region, ensuring our teams in NA and EU have the tools they need to build the future of e-commerce.

Requirements

5+ years of hands-on experience in IT Support with mastery of macOS, iOS, and Google Workspace.
Proficiency with ticketing systems (Jira), MDM tools (Kandji), and familiarity with security frameworks like SOC 2.
A proactive problem-solver comfortable being the sole IT representative in the region.
Knows when to escalate vs. resolve locally.
Comfortable being the sole IT representative on the ground in a hub where decisions get made quickly.
High attention to detail regarding asset tracking, technical documentation, and inventory management.
Effective communicator with ability to bridge the gap between global technical teams and local employees, providing clear support and timely updates.
Translating APAC Hub decisions into clear local guidance, and representing NA/EU concerns upward without friction.
Curious about AI and automation — we actively look for opportunities to reduce repetitive IT work (onboarding, provisioning, ticket triage) and expect you to bring ideas, not just execute them.
Fluency in English (required)

Nice To Haves

Experience operating within a Hub-and-Spoke or global-regional IT structure is a strong plus.
Fluency in Mandarin a plus

Responsibilities

Serve as the primary technical point of contact for NA/EU employees, resolving hardware, software, and network issues during local business hours — from MacBook boot failures and VPN issues to Google Workspace access, peripheral setup, and SaaS permission requests.
Operate to clear service commitments: 15–30 min response for executive-impacting issues, same-day resolution for workflow-blocking issues, and same-day laptop swap for Toronto-based employees.
Own the full Day-1-to-offboarding employee experience — laptop procurement and zero-touch configuration, Day-1 IT orientation covering policies and security, account provisioning across our core stack, secure device retrieval and wiping on exit, and timely deprovisioning of access.
Manage the Toronto IT storage and spare-equipment inventory, keep asset records (user, serial, status) accurate in real time, maintain office network and AV/hybrid meeting room tech, and provide hands-on IT support for leadership visits and regional events.
Maintain a 100% MDM-compliant device posture across NA/EU.
Own local vendor relationships across NA/EU (Apple Canada/Europe, local logistics, third-party service providers) — procurement, invoicing, contract renewals, and after-sales support without the language or time-zone friction that slows cross-region buying.
Act as the primary liaison between NA/EU teams and the APAC IT Hub.
Execute global IT rollouts locally (new MDM policies, security tooling, SaaS automation), do first-pass triage on Tier-2 issues before escalation, and keep a regular sync cadence with the Hub.
Report on regional ticket trends, asset lifecycle status, and emerging technical challenges, ensuring global leadership has full visibility into the NA/EU landscape