Technical Support Analyst

We Go Places! How about you?!

Location: Kingston
Function: Digital & Technology
Sub Function: Digital & Technology - Operations
Type of Contract: Permanent

Application deadline: November 14, 2025

As a Technical Support Specialist, you will play a key role in keeping our people connected and productive by delivering outstanding end-user support across our organisation. You will troubleshoot, problem-solve, and empower colleagues through technology — ensuring our digital tools and systems run smoothly, securely, and efficiently. You will be the go-to expert for colleagues who need support with their devices, software, or network connections. Whether it’s resolving incidents, managing assets, or contributing to IT projects.

Job tasks:

• Serve as the first point of contact for IT incidents, requests, and escalations.
• Identify recurring problems and recommend sustainable fixes.
• Document all incidents and resolutions within the IT Service Management (ITSM) platform.

• Execute all IMAC activities — ensuring devices and systems are properly configured.
• Support onboarding and offboarding processes by managing equipment and access.
• Coordinate with teams and vendors to ensure timely delivery and compliance.

• Provide both on-site and remote technical support across all departments.
• Deliver clear communication and user training where needed.
• Ensure adherence to HEINEKEN’s IT policies and security standards.
• Champion a customer-focused culture in every interaction.

• Maintain accurate records of IT hardware, software, and licenses.
• Ensure compliance with asset management and lifecycle policies.
• Support device refresh programs and manage inventory audits.

• Participate in local and global IT projects and system upgrades.

Qualifications

• Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent experience).
• Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are a plus.

Experience

• 1-3 years’ experience in IT Support, Service Desk, or End-User Computing within a corporate environment.
• Solid understanding of Windows, macOS, and mobile platforms.
• Experience with Microsoft 365, Active Directory, Teams, and ITSM tools such as ServiceNow or Jira.
• Working knowledge of ITIL service management principles.
• Experience in manufacturing, FMCG, or global enterprise environment is an advantage.

Skills & Attributes

• Strong analytical and troubleshooting skills.
• Excellent communication and interpersonal abilities.
• Customer-focused with a collaborative mindset.
• Organized, proactive, and adaptable in a fast-moving environment.

At HEINEKEN, we brew great beers and we build great brands. We are committed to surprising and exciting our consumers and employees everywhere. We have a proud history and heritage in brewing and in our communities. With operations in over 70 markets globally, we are the world's most international brewer.

http://www.theheinekencompany.com/careers