IT Support Team Lead: Tier 2 Escalation & Enablement

Koury Corporation; Greensboro (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

Koury Corporation is seeking an IT Support Lead to act as the Tier 2 hands-on technician and escalation point for our headquarters and local hotel properties. You will write practical, step-by-step guides, coach frontline staff, and ensure issues are resolved with clear root causes identified.

The role requires 3–5+ years IT support experience, strong Windows 10/11, Microsoft 365, and Active Directory skills, plus familiarity with PMS/POS systems.

Qualifications

• 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.
• Familiar with hotel PMS and POS systems and able to learn quickly.

Responsibilities

• 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 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, network closet checks.

Skills

IT support

Troubleshooting

Coaching

Technical writing

Customer service

Education

Associates Degree in IT

Tools

Windows 10/11

Microsoft 365

Active Directory

Hotel PMS

POS systems

JIRA Service Management

Job description

Koury Corporation is seeking an IT Support Lead to act as the Tier 2 hands-on technician and escalation point for our headquarters and local hotel properties. You will write practical, step-by-step guides, coach frontline staff, and ensure issues are resolved with clear root causes identified.

The role requires 3–5+ years IT support experience, strong Windows 10/11, Microsoft 365, and Active Directory skills, plus familiarity with PMS/POS systems.