Level 2 – IT Support Specialist & Client Support

1840 & Company; Gauteng; On-site; ZAR 316,845 - 362,109; Full time

Job summary

1840 & Company is seeking a Lead IT Help Desk and Technical Support professional based in South Africa to handle Tier 2 support for startup teams. You will balance technical problem-solving with empathetic client communication, resolving Google Workspace issues, guiding remote employees through fixes via Zoom, and documenting outcomes for team reuse.

The role emphasizes both technical chops and a client-friendly approach, with a focus on onboarding, device enrollment, and proactive

Qualifications

• 6+ years of IT support experience, preferably with an MSP.
• Strong Mac/macOS support experience; Apple certification within 90 days if not already held.
• Experience administering Google Workspace or Microsoft 365 for remote/hybrid workforces.

Responsibilities

• 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.

Skills

Database Management

Education

Bachelors

CS

Tools

Google Workspace

Microsoft 365

Jamf

Intune

MDM tools

Job description

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: Database Management
• Soft Skills: Accuracy, Multitasking

Responsibilities

• 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.

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
• 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 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.