It Support Specialist & Client Support

It Support Specialist & Client Support

It Support Specialist & Client Support

Ignition

Remote, Cape Town, Western Cape, South Africa

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Non-Negotiable

Skills

About the Company

1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.

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:

5 Years

• Business Model:

B2B (Business-To-Business)

• Minimum Education Level:

Bachelors

• Qualification:

CS

Skills

• Tools/Platforms:

Mac Workstations

Google Workspace

• Additional Skills:

None

• Common Methodologies/Frameworks:

Macos Support

Mac Support

• Additional Skills:

None

• General Skills:
• Additional Skills:

None

• Soft Skills:

Troubleshooting

Communication

Accuracy

Negotiation Skills

Positive Attitude

• 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.