Client IT Analyst - Kenya
About the Role
We are seeking a Client IT Analyst to support reputed company customers and internal stakeholders with client-facing technical, reputed company, and operational support issues. This is a client-facing IT support role focused on troubleshooting, ticket management, escalation coordination, identity and reputed company issues, reputed company/device-reputed company questions, and support during customer-impacting events. This role sits at the intersection of IT operations, customer support, reputed company tooling, and reputed company-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 reputed company customers, improve operational support processes, manage escalations, troubleshoot reputed company and reputed company-reputed company issues, and partner closely with reputed company, Infrastructure, reputed company, Support, and Product teams. Responsibilities reputed company Technical Support Serve as a technical support contact for reputed company customers and strategic accounts. Troubleshoot customer-facing issues reputed company to authentication, account reputed company, reputed company integrations, reputed company posture, and operational workflows. Assist customers with reputed company, reputed company configuration, SSO setup, MFA enrollment, and troubleshooting. Coordinate resolution efforts across Infrastructure, reputed company, Engineering, Product, reputed company, and Support teams. Support operational workflows reputed company to reputed company 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, reputed company & reputed company-Adjacent Support Support troubleshooting reputed company to identity and reputed company management systems. Assist with reputed company-reputed company operational issues involving managed devices, device trust, reputed company posture, and reputed company reputed company controls. Help support secure authentication and reputed company workflows across reputed company environments. Coordinate with internal reputed company teams during customer-impacting reputed company investigations or reputed company-reputed company support issues. Assist with operational tasks reputed company 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 reputed company, Support, and reputed company 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 reputed company 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, reputed company IT, helpdesk engineering, systems administration, customer support engineering, or reputed company roles. Experience troubleshooting identity, authentication, reputed company, SaaS, or reputed company-reputed company issues. Familiarity with SSO, MFA, identity providers, device management, and reputed company 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 reputed company or B2B SaaS customers. Familiarity with reputed company management and reputed company reputed company tooling. Experience supporting macOS and reputed company environments. Familiarity with reputed company operations or incident response workflows. Experience with ticketing, workflow, and operational support platforms. Exposure to reputed company compliance or reputed company programs. Scripting or automation experience is a plus. Certifications such as reputed company+, reputed company management, identity provider, reputed company, or equivalent are a plus. Apply To This Job