Role Description We are currently looking for a LEVEL 2 – IT SUPPORT SPECIALIST & CLIENT 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 cared for. In Teamswell every team member has an instrumental role and impact on the success of our business and our client’s success, so we seek to have highly motivated individuals who thrive in a fast-paced work environment, who are intelligent, eager to work hard, reliable, and able to communicate effectively with all levels of an organization. Our LEVEL 2 – IT SUPPORT SPECIALIST & CLIENT SUPPORT will possess the skills and experience required and will also possess a positive attitude and ability to solve complex problems and work in a fast-paced and rapidly changing environment. We value people who are good communicators, quick learners, scrappy about finding creative solutions to problems, and conscious of their work quality. We expect all our team members to deliver excellence in both technical expertise as well as in their everyday relationships with their team. Qualifications - 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. - 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. Requirements - 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. - 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. Company Description Teamswell is a high-growth nearshore outsourcing company working for US companies. Our mission is to help small and medium-sized US businesses grow and become more profitable by having access to highly engaged, skilled, and experienced talent at a fair price, and to generate career opportunities for bilingual professionals in Latin America with fair compensation and professional and personal growth opportunities.

• Presales and architecture consulting for public sector clients with a focus on research and higher education in the DACH region. • Consulting and development in presales and architecture for public sector clients with a focus on research and teaching in the DACH region. • Developing customer relationships and communicating future perspectives, technology roadmaps and business opportunities. • Supporting customers in assessing changes and deriving viable next steps. • Developing customer-specific solution designs, target architectures and proposal approaches with a clear focus on AI and technical services. • Advising clients at management level and facilitating complex decision-making and alignment processes. • Translating functional, organizational and strategic requirements into robust services, architectures and proposal concepts. • Contributing across the entire value chain — from market, portfolio and governance to concrete opportunities and management formats.

• Lead the implementation of time management solutions in a cloud environment • Act as the main client contact during the implementation process • Conduct workshops and meetings to gather requirements and define solutions • Support program leads in managing the solution lifecycle • Work closely with: Solution Architects • Business Analysts • Technical and development teams • Service operations • Ensure adherence to global IT processes and governance • Manage budget and ensure deliveries meet defined objectives • Drive digital transformation and change management initiatives • Align business needs with IT initiatives • Collaborate with and influence stakeholders to meet business requirements • Monitor and communicate performance indicators (SLAs) • Identify and analyze performance deviations and propose improvements • Promote continuous improvement of processes, services, and user experience • Ensure a high level of satisfaction among users and internal customers

Role Description The IT General and Application Control Manager is a critical role responsible for developing and implementing internal control assessments across all IT and cybersecurity domains within Moniepoint MFB. This position focuses on ensuring the adequacy and effectiveness of information systems and critical infrastructure, verifying that they are protected, controlled, and aligned with business models. The manager will: - Assess IT strategy, governance, and organizational structure. - Oversee communication of assessment findings. - Manage control deficiency remediation. - Conduct follow-up assessments. - Assess risk ownership and risk registers. - Monitor KPIs and KRIs. - Evaluate business continuity and information asset protection. This position requires a deep understanding of internal control frameworks, particularly COSO, and relevant ISO standards. Qualifications - A Bachelor's degree in Information Technology, Cybersecurity, Computer Science, or a related field. - Relevant professional certifications such as CISA, CISSP, or others related to IT audit, cybersecurity, or risk management. - Proven experience in IT internal control assessments, IT auditing, or a related field. - In-depth knowledge and practical experience with the COSO internal control framework and relevant ISO standards. - A solid understanding of information systems, critical infrastructure, and cybersecurity domains. - Strong planning and execution skills for conducting internal control assessments. - Experience in assessing IT and CyberSec risk ownership and risk registers. - Excellent written and verbal communication skills. - Strong analytical and problem-solving skills. - Excellent organizational and time management skills. - Meticulous attention to detail. - High level of integrity and professionalism. Requirements - Develop and implement the annual ITGC and ITACs internal control assessments plan. - Plan and execute internal control assessments to establish the adequacy and effectiveness of information systems. - Assess the monitoring and reporting of IT and CyberSecurity KPIs and KRIs. - Assess Moniepoint MFB’s ability to continue business operations and evaluate storage, back-up, and restoration policies. - Assess logical, physical, and environmental controls to verify the confidentiality, integrity, and availability of information assets. - Assess controls at all stages of the information systems development life cycle. - Oversee the communication and collection of feedback on controls design and operational effectiveness tests. - Develop and manage the control deficiency remediation dashboard. - Oversee the conduct of post-review follow-up assessments. - Carry out any other task as assigned to improve the information system security posture. Benefits - Moniepoint is an equal opportunity employer. - We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Company Description Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.