Client IT Analyst - Kenya

**About the Role** ================== We are seeking a Client IT Analyst to support enterprise customers and internal stakeholders with client-facing technical, access, and operational support issues. This is a client-facing IT support role focused on troubleshooting, ticket management, escalation coordination, identity and access issues, endpoint/device-related questions, and support during customer-impacting events. This role sits at the intersection of IT operations, customer support, enterprise tooling, and security-adjacent workflows. The ideal candidate is highly organized, technically capable, customer-oriented, and comfortable operating in fast-paced environments where responsiveness and clear communication are critical. You will help support enterprise customers, improve operational support processes, manage escalations, troubleshoot access and endpoint-related issues, and partner closely with Security, Infrastructure, Customer Success, Support, and Product teams. **Responsibilities** ==================== **Enterprise Technical Support** -------------------------------- * Serve as a technical support contact for enterprise customers and strategic accounts. * Troubleshoot customer-facing issues related to authentication, account access, enterprise integrations, endpoint posture, and operational workflows. * Assist customers with onboarding, access configuration, SSO setup, MFA enrollment, and troubleshooting. * Coordinate resolution efforts across Infrastructure, Security, Engineering, Product, Customer Success, and Support teams. * Support operational workflows related to enterprise SaaS environments and customer support systems. **Ticket & Escalation Management** ---------------------------------- * Manage customer-facing support tickets and technical escalations through resolution. * Track issues, owners, timelines, and follow-up actions. * Prioritize high-severity customer-impacting issues and coordinate appropriate response efforts. * Maintain clear written updates for customers and internal stakeholders. * Help improve escalation handling, ticket management, and operational support procedures. **Identity, Endpoint & Security-Adjacent Support** -------------------------------------------------- * Support troubleshooting related to identity and access management systems. * Assist with endpoint-related operational issues involving managed devices, device trust, security posture, and enterprise access controls. * Help support secure authentication and access workflows across enterprise environments. * Coordinate with internal Security teams during customer-impacting security investigations or security-related support issues. * Assist with operational tasks related to monitoring, remediation, and support workflows. **Incident Coordination & Customer Communications** --------------------------------------------------- * Assist with operational coordination during incidents or service disruptions. * Help prepare customer-facing communications, updates, and follow-up reporting. * Ensure customers receive timely and professional updates during operational issues. * Partner with Customer Success, Support, and Security teams to maintain customer trust during escalations. **Process Improvement & Documentation** --------------------------------------- * Improve operational maturity for customer support and escalation workflows. * Build and maintain runbooks, troubleshooting guides, and knowledge base documentation. * Identify recurring operational pain points and partner with technical teams on long-term improvements. * Help improve automation and operational efficiency across support workflows. * Contribute to operational metrics and reporting. **Qualifications** ================== **Required** ------------ * 3+ years of experience in technical support, enterprise IT, helpdesk engineering, systems administration, customer support engineering, or related roles. * Experience troubleshooting identity, authentication, endpoint, SaaS, or access-related issues. * Familiarity with SSO, MFA, identity providers, device management, and enterprise support environments. * Strong troubleshooting and problem-solving skills. * Strong communication and customer service skills. * Ability to coordinate across technical and non-technical teams. * Experience managing tickets, escalations, and operational workflows. * Comfortable operating in fast-paced environments with shifting priorities. **Preferred** ------------- * Experience supporting enterprise or B2B SaaS customers. * Familiarity with endpoint management and enterprise security tooling. * Experience supporting macOS and Windows environments. * Familiarity with security operations or incident response workflows. * Experience with ticketing, workflow, and operational support platforms. * Exposure to enterprise compliance or security programs. * Scripting or automation experience is a plus. * Certifications such as Security+, endpoint management, identity provider, Microsoft, or equivalent are a plus.