Client IT Analyst - Kenya

Client IT Analyst - Kenya Location: Nairobi 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.