About Setup4:

Setup4 is a dynamic and growing IT services company dedicated to providing top-tier IT support, solutions, services, and security. We pride ourselves on delivering exceptional technology solutions to businesses across various industries. Join us and be part of a collaborative team where innovation, growth, and excellence drive everything we do.

As our IT Support Lead (Level 2 + Team Supervisor), you’ll wear multiple hats — a hands-on technical expert, a mentor to our frontline engineers, and a trusted operational contact for the management team. You’ll ensure excellent service delivery, guide team performance, and help drive improvements across our IT support operations.

KEY RESPONSIBILITIES:

Technical Support (Level 2):

Provide expert Level 2 support for escalated tickets from Level 1 engineers — covering desktops, servers, networks, Microsoft 365, printers, and cloud tools.

Perform system maintenance, upgrades, device rollouts, user administration, and advanced troubleshooting.

Support cloud technologies including Microsoft 365, Azure AD, SharePoint, and Teams.

Troubleshoot and resolve hardware and software issues (Windows, networking, VPNs, security tools, etc.).

Maintain documentation for client environments, support procedures, and technical knowledge base.

Occasionally deliver on-site support at client locations when required.

Team Leadership & Mentoring:

Act as the day-to-day lead for a team of 7 Level 1 support engineers — offering technical direction, coaching, and mentorship.

Monitor support queues and workloads, ensuring even distribution of tasks and meeting of SLAs.

Conduct informal one-on-ones, provide feedback, and identify skill gaps or training needs.

Support the onboarding and training of new hires to build capability and confidence.

Promote a positive, solutions-focused team culture.

Service Delivery & Operations:

Take ownership of escalated or priority tickets, especially during high-impact incidents.

Work closely with the directors to track operational KPIs and improve service delivery.

Develop and implement internal procedures, workflows, and escalation protocols to improve consistency.

Assist with rostering, on-site scheduling, and leave planning for the support team.

Identify recurring issues and help standardize fixes or recommend long-term improvements.

Stakeholder & Client Interaction:

Communicate clearly and professionally with clients during escalations or project support.

Serve as a trusted technical contact for directors, keeping them informed on progress, risks, and technical blockers.

Maintain awareness of client environments, industry trends, and business impacts to better support decision-making.

Represent the technical team in internal planning discussions and align delivery with business goals.

Strategic & Continuous Improvement:

Support business initiatives such as ISO certification readiness, process alignment, and policy documentation.

Identify inefficiencies in current support workflows and suggest or lead improvements.

Participate in vendor communications, tool assessments, or procurement support when needed.

Assist with asset management, reporting, and documentation control.

Work with management to align IT operations with growth goals and long-term strategy.

REQUIRED TECHNICAL SKILLS AND EXPERIENCE:

Experience:

Minimum 2 years of industry experience in an IT support or helpdesk.

Virtualization and Email:

Microsoft Hyper-V and VMWare platforms, including failover clustering.

Microsoft Exchange administration and troubleshooting.

Microsoft 365 & Cloud Platforms:

Microsoft 365 (Identity, Security, Exchange, SharePoint, Power Platform, Intune, Purview).

Experience with Azure and AWS cloud platforms.

Networking & Security:

Experience with Cisco, Meraki, Fortinet, and Aruba networking solutions.

Strong understanding of IP routing, routing protocols, firewall configurations, VPNs, and other networking equipment.

Hands-on experience in debugging and troubleshooting network issues.

Voice & Unified Communications:

Configuration and troubleshooting of VOIP/SIP solutions.

Administration of MS Teams and other cloud-based PBX systems.

Backup & Disaster Recovery:

Expertise in Veeam and StorageCraft backup solutions.

Strong knowledge of disaster recovery methodologies and implementations.

Windows Environment & Automation:

Configuring and troubleshooting Windows Server roles, features, and workstations.

Network configuration and troubleshooting.

Scripting with PowerShell for automation and system administration.

Storage Systems:

Network Attached Storage (NAS) and Storage Area Network (SAN) solutions.

REQUIRED PEOPLE MANAGEMENT SKILLS:

Proven experience leading or supervising a small technical team.

Strong sense of ownership and accountability in delivering results through others

Excellent verbal and written communication skills for both technical and non-technical audiences.

Ability to communicate clearly with clients, internal stakeholders, and team members under pressure.

Capable of translating business or client needs into actionable technical tasks for team members.

Capable of scheduling, rostering, and coordinating on-site resources effectively.

Ability to handle escalated or sensitive technical and interpersonal issues with professionalism.

Demonstrated initiative in process improvement, documentation standardization, and service quality.

OTHER REQUIREMENTS:

Valid driver’s license and access to a vehicle.

Willingness to undergo vaccinations as required for on-site work.

Strong organizational and task management skills, with the ability to prioritize effectively.

Ability to work autonomously and thrive in a small team environment.

Exceptional time management and record-keeping skills to maintain high billable utilization.

Passion for information technology and staying up-to-date with emerging trends and best practices.

PERKS AND BENEFITS:

Employee discounts on IT equipment

Four weeks annual leave incentive

Training on world-class platforms

Long term career pathways

Why Join Setup4?

Be part of a fast-growing company with exciting career advancement opportunities.

Work on diverse projects and cutting-edge technologies across multiple industries.

A supportive and collaborative team environment that values innovation and growth.

Competitive salary and benefits package.

Professional development and certification opportunities to enhance your skills.

If you are a motivated IT professional looking to grow with a dynamic company, we’d love to hear from you!

How to Apply:

Send your resume and cover letter to [email protected]