Overview
Level 2 – It Support Specialist & Client Support Jobs in Western Cape, South Africa at 1840 & Company
Title: Level 2 – It Support Specialist & Client Support
Company: 1840 & Company
Location: Western Cape, South Africa
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 Details
- Employment Type: Full-Time Independent Contractor
- Department: Information Technology (IT)
- Job Level: Lead
- Experience: 6 Years
- Business Model: B2B (Business-to-Business)
- Education: Bachelors
- Qualification: CS
Required Skills
- General Skills: System Administration, IT Infrastructure Management, Network Security, Client-Facing , Strong Client Relationships
- Soft Skills: Presentation Skills, Multitasking, Problem Solving, Ownership Mindset , Technical Proficiency, Troubleshooting, Negotiation Skills, Networking, Technical Skills
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.
Salary & Benefits
- Pay: Hourly, $ 14.00 – 16.00
- Benefits:
- Break: Paid, 30 mins
Working Hours
- Monday: 09:00 – 17:00
- Tuesday: 09:00 – 17:00
- Wednesday: 09:00 – 17:00
- Thursday: 09:00 – 17:00
- Friday: 09:00 – 17:00
- Saturday: 09:00 – 17:00
- Sunday: 09:00 – 17:00
Additional Requirements
- Tech Requirements: Windows or Mac
- Language: English
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.