IT Support Lead
Summary
Hands-on Tier 2 IT Support Lead at Koury Corporation, escalating beyond frontline help desk work across corporate HQ and Greensboro hotel properties. Day to day: resolving complex tickets, writing guides and coaching Tier 1 staff, and driving vendors (POS, PMS, ISPs) to root-cause fixes. Core tech: Windows 10/11, Microsoft 365, Active Directory, networking, JIRA/NinjaOne.
Department: Information Technology
Reports To: Director of Information Technology
Position Type: Full-Time
Location: On-Site
Position Overview
Koury Corporation is looking for an IT Support Lead to serve as our Tier 2 hands-on technician and escalation point. In this role, you’ll be the person our frontline IT support staff turns to when a problem is too complex, recurring, or unusual for a quick fix.
You’ll support both our corporate headquarters and our local hotel properties. Beyond troubleshooting tough issues, a major focus of this role is making our frontline team successful: writing practical, step-by-step guides so they can solve issues on the first call, coaching them on troubleshooting methods, and keeping third-party vendors accountable until issues are truly fixed with clear root causes identified.
What You’ll Do:
- Answer help desk calls, reply to tickets, and assist walk-up users with everyday tech problems.
- Take ownership of complex tickets passed up from frontline technicians across corporate and hotel teams.
- Write and maintain clear step-by-step guides so Tier 1 staff can resolve common issues on the first call.
- Manage support tickets with third-party vendors (POS, hotel PMS, internet providers) until issues are fully resolved and root causes are identified.
- Track repeat issues across all properties and implement lasting fixes.
- Coach frontline technicians on troubleshooting steps, customer service, and ticket documentation.
- Travel locally between Greensboro properties for hands-on repairs, hardware setups, and network closet checks.
What you Need:
- 3–5+ years of IT support experience, with 1+ years in a Tier 2, senior, or lead role.
- Strong troubleshooting skills in Windows 10/11, Microsoft 365, and Active Directory.
- Solid network fundamentals (patch cabling, switch port checks, Wi-Fi, basic IP/DHCP troubleshooting).
- Strong written communication skills to author clear technical guides
- Familiar with (or ability to quickly learn) hotel Property Management (PMS) and Point of Sale (POS) systems
- Valid driver's license and a reliable vehicle for local travel between Greensboro locations.
- Associates Degree in IT or higher education.
Preferred Qualifications (Nice to Have):
- Prior hands-on experience supporting hotel Property Management Systems (PMS) or restaurant Point of Sale (POS) hardware/software.
- Relevant industry certifications (CompTIA Network+, Security+, or Microsoft Certified: Modern Desktop / Endpoint Administrator)
- Experience coordinating support tickets and SLA accountability with MSPs and Software Vendors.
- Skilled at configuring and leveraging AI to improve JIRA Service Management Systems or Knowledge Base.
- Familiarity with Asset management and remote monitoring tools (JIRA, NinjaOne, Etc….)