IT Support Specialist (Chinese Speaking Preferred) in Markham, Ontario at Kiokii Inc

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.

ERP & POS Support

• Serve as the first point of contact for ERP and POS support requests, troubleshooting and resolving day-to-day system issues.
• Support ERP, POS, and related business applications, escalating complex issues when required.
• Support system integrations by identifying and reporting data synchronization or interface issues.
• Identify recurring 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.
• Maintain accurate ticket documentation and ensure timely follow-up with users.
• Create and maintain IT 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.
• Assist with 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.
• Proficiency in both English and Mandarin are required
• 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, identifying sync 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.