Level 2 – It Support Specialist & Client Support

Level 2 – It Support Specialist & Client Support

Level 2 – It Support Specialist & Client SupportIgnitionRemote, Johannesburg, Gauteng, South AfricaApply Now

Non-Negotiable

SkillsAbout the Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.About the Job

This is a Help Desk and Technical Support role with a strong emphasis on client communication. The person in this role handles the majority of day-to-day support interactions with startup teams – they’re the voice clients hear most often. Technical chops matter, but so does the ability to make a stressed-out employee feel taken care of. If your candidate can resolve a Google Workspace sync issue, walk a remote employee through a fix over Zoom, and close the ticket with documentation that a colleague could follow – all while keeping the client feeling supported, not talked down to – they belong here. Job Overview

• Employment Type: Full-Time Independent Contractor

• Department: Information Technology (IT)

• Job Level: Lead Education & Experience

• Years Of Experience: 6 Years

• Business Model: B2B (Business-To-Business)

• Minimum Education Level: Bachelors

• Qualification: CS Skills

• Tools/Platforms:

• Additional Skills: None

• Common Methodologies/Frameworks:

• Additional Skills: None

• General Skills:

• Additional Skills: None

• Soft Skills:

• Additional Skills: None Requirements

• Technological Requirements:

• Language: English

• Location: South Africa Responsibilities

Responsibilities: Technical Delivery* Provide Tier 2 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms.

• Troubleshoot and resolve incidents independently with clear, client-readable documentation.
• Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge.
• Support client onboarding workflows: device enrollment, MDM configuration, account provisioning, Laptop Logistics coordination.
• Support monitoring, patching, and alert response workflows (including user-facing CVE remediation notifications).
• Participate in backup testing and maintenance routines.
• Contribute to SOP and knowledge base documentation improvements.

Responsibilities: Client Experience* Be the front line of client interaction – every support touchpoint is a moment that shapes how clients feel about Ignition.

• Communicate clearly and warmly with non-technical end-users (startup employees, ops teams, office managers) via chat, email, video, and phone.
• Set expectations proactively: if a fix will take time, tell the client what’s happening and when they’ll hear back. No silent gaps.
• Escalate when appropriate, but own the communication – the client should never feel like they’ve been passed off without context.
• Write ticket notes and follow-ups that a non-technical reader could understand.

Required Qualifications Technical* 6+ years of IT support experience, with substantial time at an IT Managed Service Provider (MSP).

• Strong Mac/macOS support experience. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days.
• Experience administering Google Workspace or Microsoft 365 for remote/hybrid workforces.
• Experience with endpoint management / MDM tools (Jamf, Intune, or similar).
• Strong cybersecurity literacy: familiarity with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent).
• Solid networking fundamentals (VPNs, firewalls, routing), ideally supporting Cisco Meraki environments.
• Strong troubleshooting methodology with clear documentation habits.

Client-Facing (Equally Weighted)* Demonstrated ability to explain technical issues to non-technical people in plain, reassuring language.

• Experience in a client-facing support role where customer satisfaction was measured and you scored well (NPS, CSAT, or equivalent).
• Comfort supporting end-users who may be frustrated, stressed, or unfamiliar with technology – patience and empathy are non-negotiable.
• Clear, professional written communication – your ticket notes and emails should read like they were written by someone who cares.

Soft Skills* Strong time management and ability to juggle multiple tickets across multiple client accounts.

• Team collaboration – you share knowledge, flag patterns, and help your teammates get better.

• Attention to detail and accountability – if you say you’ll follow up, you follow up.

• Proactive communication – you don’t wait for clients to chase you. Working Hours

• Monday: 9 A.M. - 5 P.M.

• Tuesday: 9 A.M. - 5 P.M.

• Wednesday: 9 A.M. - 5 P.M.

• Thursday: 9 A.M. - 5 P.M.

• Friday: 9 A.M. - 5 P.M.

• Saturday: 9 A.M. - 5 P.M.

• Sunday: 9 A.M. - 5 P.M.