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COO | Network Architect at Setup4 | ACMA Open Cabler | CCNA | JNCIA | AZ-104
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.
* 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.
* 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.
* 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 hr@setup4.com.au
Salary: $70,000.00 – $80,000.00 per year
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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