Client IT Analyst

About the role

We are seeking a Client IT Analyst to provide technical, access, and operational support to enterprise customers and internal stakeholders. The role involves troubleshooting, ticket management, escalation coordination, and supporting identity and endpoint issues.

Key responsibilities

• Serve as technical support contact for enterprise customers, handling authentication, access, and endpoint issues.
• Manage support tickets and escalations, track owners, timelines, and ensure clear communication.
• Coordinate resolution efforts across Infrastructure, Security, Engineering, Product, Customer Success, and Support teams.
• Assist customers with onboarding, SSO setup, MFA enrollment, and access configuration.
• Support incident coordination, prepare customer communications, and maintain runbooks and knowledge base documentation.

Required profile

• 3+ years of experience in technical support, enterprise IT, or related roles.
• Strong troubleshooting, problem‑solving, and communication skills.
• Ability to coordinate across technical and non‑technical teams in fast‑paced environments.

Required skills

• Experience with SSO, MFA, and identity providers.
• Familiarity with device management and endpoint security tooling.
• Knowledge of macOS and Windows environments.
• Experience using ticketing and workflow platforms.
• Scripting or automation experience (e.g., Python, PowerShell) is a plus.