IT Support Specialist (Chinese Speaking Preferred)

Kiokii and...; Markham; On-site; CAD 55,000 - 75,000; Full time

Job summary

Kiokii Inc. is seeking an IT Support Specialist to join our IT team, supporting ERP, POS, and end-user systems across our growing North American retail stores and head office.

You will troubleshoot issues, triage tickets, document processes, and collaborate with vendors and internal stakeholders to keep operations running smoothly in a fast-paced retail environment.

Qualifications

• 2–4 years in IT support or IT operations.
• Experience with ERP/ POS systems.
• Experience with ticketing systems.
• Microsoft 365 administration basics.
• Strong troubleshooting and organizational skills.
• Bilingual English and Mandarin required.
• Retail or multi-site experience is a plus.

Responsibilities

• Serve as first point of contact for ERP and POS issues.
• Support ERP, POS, and related apps; escalate when needed.
• Report data sync/interface issues.
• Contribute to knowledge base documentation.
• Coordinate with internal/external stakeholders to resolve issues.
• Manage helpdesk tickets and documentation.
• Assist with IT asset management.

Skills

ERP support

POS support

Microsoft 365

SQL basics

REST APIs

English & Mandarin

Tools

NetSuite

Heading POS

Power Automate

SharePoint

Intune

Job description

Kiokii And is a premier one-stop retail platform offering Asian trendy products in North America. We provide a huge selection of high-quality and top-hit products from Asia including cosmetics, skincare, beauty, accessories and lifestyle. With our rapid growth, we have 30 stores across North America to date and more to come!

We are looking for an IT Support Specialist to join our IT team!

About the Role

As an IT Support Specialist, you will provide first-line technical support for ERP, POS, and end-user systems to ensure the smooth operation of our retail stores and head office. This role is ideal for someone who enjoys troubleshooting technical issues, working independently, and delivering excellent support in a fast-paced retail environment.

• Serve as the first point of contact for ERP and POS support requests,troubleshootingand resolving day-to-day system issues.
• Support ERP, POS, and related business applications, escalating complex issues whenrequired.
• Support system integrations byidentifyingand reporting data synchronization orinterfaceissues.
• Identifyrecurring system issues and contribute to knowledge base documentation and process improvements.
• Coordinate with external and internal stakeholders to track and resolve technical issues.

Helpdesk & IT Operations

• Manage the IT helpdesk ticketing system by triaging, prioritizing, and resolving support requests.
• Maintainaccurateticket documentation and ensuretimelyfollow-up with users.
• Create andmaintainIT documentation, SOPs, and troubleshooting guides.
• Act as the primary liaison for POS and ERP vendor communications, including issue logging, follow ups, and resolution verification

IT Asset Management

• Maintain IT asset inventory, including hardware, peripherals, and software licenses.
• Support user account administration, onboarding, and offboarding activities within Microsoft 365.
• Assistwith device setup, configuration, and day-to-day IT operations across retail stores and the head office.

What You'll Need

• 2–4 years of experience in IT support, helpdesk, or systems administration.
• Experience supporting ERP and/or POS systems (NetSuite and Heading POS preferred).
• Experience managing helpdesk ticketing systems and coordinating with external vendors.
• Basic Microsoft 365 administration experience, including user account and permission management.
• Strong troubleshooting, problem-solving, and organizational skills.
• Proficiencyin both English and Mandarin arerequired
• Experience supporting retail or multi-site environments is an asset.
• Basic knowledge of SQL (SELECT queries for data verification) and REST API concepts (reading payloads and logs,identifyingsync errors, etc.) is an asset, able to support system integration troubleshooting.
• Experience with Microsoft Power Automate, SharePoint, or Microsoft Forms is an asset.
• Familiarity with Microsoft Intune or IT asset management is an asset.
• Some travel is required based on business needs

Vacancy type: NEW

Kiokii Inc. is an equal opportunity employer. If you require accommodation during the interview process, please contact Human Resources.

The Company utilizes AI-assisted technology in the initial screening of resumes to enhance efficiency and consistency in the recruitment process. This technology does not make hiring decisions independently. All applications are subject to human review prior to any employment decision.