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.