Client IT Analyst - Kenya

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.