1840 & Company
1840 & Company
1840 & Company
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
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
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.
Level 2 – It Support Specialist & Client Support
1840 & Company is a global staffing and outsourcing partner helping U.S. businesses hire, manage, and scale high-performing teams across 150+ countries. We don’t offer generic outsourcing or transactional recruiting. We build dedicated, full-time teams that operate as a true extension of your business, matched by role, industry, and tools, and fully integrated into your day-to-day operations. Our AI-powered global talent cloud and rigorous vetting process allow us to deliver high-quality, English-validated candidates in as little as 3–5 days, with most clients hiring in under two weeks. The result is faster hiring, stronger retention, and meaningful cost efficiency without sacrificing quality, communication, or control. We support you across the full lifecycle of global hiring, handling the infrastructure behind the scenes, including onboarding, payroll, compliance, and workforce management, so you can focus on performance and growth. Our core solutions include: • Global staffing (nearshore & offshore staff augmentation) • Business Process Outsourcing (BPO) • Recruitment Process Outsourcing (RPO) • Direct hire placements Whether you are building a single role or scaling an entire function, 1840 & Company acts as a strategic workforce partner designed for speed, flexibility, and long-term performance.