Level 2 – It Support Specialist & Client Support
Level 2 – It Support Specialist & Client Support
Ignition
Remote, Johannesburg, Gauteng, South Africa
About 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)
Education & Experience
Years Of Experience:
6 Years
Business Model:
B2B (Business-To-Business)
Minimum Education Level:
Bachelors
Skills
Common Methodologies/Frameworks:
Requirements
Technological Requirements:
Responsibilities
Responsibilities: Technical Delivery
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Provide Tier 2 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms.
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Troubleshoot and resolve incidents independently with clear, client-readable documentation.
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Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge.
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Support client onboarding workflows: device enrollment, MDM configuration, account provisioning, Laptop Logistics coordination.
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Support monitoring, patching, and alert response workflows (including user-facing CVE remediation notifications).
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Participate in backup testing and maintenance routines.
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Contribute to SOP and knowledge base documentation improvements.
Responsibilities: Client Experience
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Be the front line of client interaction – every support touchpoint is a moment that shapes how clients feel about Ignition.
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Communicate clearly and warmly with non-technical end-users (startup employees, ops teams, office managers) via chat, email, video, and phone.
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Set expectations proactively: if a fix will take time, tell the client what’s happening and when they’ll hear back. No silent gaps.
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Escalate when appropriate, but own the communication – the client should never feel like they’ve been passed off without context.
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Write ticket notes and follow-ups that a non-technical reader could understand.
Required Qualifications Technical
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6+ years of IT support experience, with substantial time at an IT Managed Service Provider (MSP).
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Strong Mac/macOS support experience. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days.
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Experience administering Google Workspace or Microsoft 365 for remote/hybrid workforces.
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Experience with endpoint management / MDM tools (Jamf, Intune, or similar).
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Strong cybersecurity literacy: familiarity with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent).
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Solid networking fundamentals (VPNs, firewalls, routing), ideally supporting Cisco Meraki environments.
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Strong troubleshooting methodology with clear documentation habits.
Client-Facing (Equally Weighted)
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Demonstrated ability to explain technical issues to non-technical people in plain, reassuring language.
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Experience in a client-facing support role where customer satisfaction was measured and you scored well (NPS, CSAT, or equivalent).
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Comfort supporting end-users who may be frustrated, stressed, or unfamiliar with technology – patience and empathy are non-negotiable.
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Clear, professional written communication – your ticket notes and emails should read like they were written by someone who cares.
Soft Skills
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Strong time management and ability to juggle multiple tickets across multiple client accounts.
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Team collaboration – you share knowledge, flag patterns, and help your teammates get better.
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Attention to detail and accountability – if you say you’ll follow up, you follow up.
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Proactive communication – you don’t wait for clients to chase you.
Working Hours
Wednesday:
9 A.M. - 5 P.M.
Thursday:
9 A.M. - 5 P.M.
Saturday:
9 A.M. - 5 P.M.
