IT Support Specialist (Chinese Speaking Preferred)

Who Are We?

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 practical, responsive IT support to employees across our stores and head office. You will manage day-to-day Microsoft 365 accounts and access, support devices, software, and connectivity, and keep IT requests moving from intake to resolution. You will work with the IT Systems Specialist on issues involving NetSuite, Heading, and system integrations.

Microsoft 365 and User Access

• Manage day-to-day Microsoft 365 accounts, groups, licences, mailboxes, and access across Exchange Online, Teams, SharePoint, and OneDrive.
• Complete IT onboarding, role changes, and offboarding with HR and managers, including account provisioning, approved access, MFA setup, and timely removal of access.
• Respond to account, password, email, collaboration, and permission requests; apply approved access standards and escalate exceptions or security concerns.
• Maintain accurate access records, onboarding checklists, and user guidance; review inactive accounts and licences with the IT team.

Hardware, Software and Assets

• Set up, troubleshoot, repair, and replace laptops, desktops, printers, peripherals, and standard business software for store and head-office employees.
• Manage device assignments, inventory, warranty and vendor cases, software licences, and equipment returns throughout the employee and device lifecycle.
• Apply approved device setup, updates, endpoint protection, and management procedures; coordinate purchasing and replacement needs with the IT team.

Network and Store IT Support

• Troubleshoot first-line Wi-Fi, internet, VPN, wired network, and printer connectivity issues remotely or on site when needed.
• Coordinate with internet providers, network vendors, and store contacts to restore service; document outages, actions taken, and recurring issues.
• Support new-store and office IT setup, moves, and equipment changes using documented checklists; escalate network design or complex configuration work.

Helpdesk and IT Operations

• Own the day-to-day IT ticket queue: log, prioritize, resolve, escalate, and follow up on requests while keeping employees informed.
• Provide first-line support for general applications and route NetSuite, Heading, or integration issues to the IT Systems Specialist with clear troubleshooting notes.
• Maintain troubleshooting guides and IT procedures; identify recurring problems and report suspected security incidents or recovery issues promptly.

What You'll Need

• 2 to 4 years of experience in IT support, helpdesk, desktop support, or a similar role; experience supporting multiple locations is an asset.
• Hands-on Microsoft 365 administration experience, including user accounts, groups, mailboxes, permissions, licensing, and onboarding/offboarding.
• Strong troubleshooting skills for Windows devices, common business software, printers, and peripherals; macOS experience is an asset.
• Working knowledge of Wi-Fi, LAN, internet connectivity, VPNs, and basic network troubleshooting; able to coordinate effectively with providers.
• Experience managing a ticketing system and documenting incidents, resolutions, assets, and standard procedures.
• Familiarity with device management and security practices such as Microsoft Intune, MFA, endpoint protection, and access controls is an asset.
• Clear, patient communication in English and a service-oriented approach when supporting both technical and non-technical colleagues.
• Ability to prioritize competing requests, work independently, follow through with vendors, and recognize when an issue needs escalation.
• Experience in retail or a multi-site environment is preferred

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.