Technical Support Analyst

JOB PURPOSE:

As a Technical Support Analyst at Red Stripe, you will deliver end-user technology support across the business, helping colleagues remain connected and productive. You will troubleshoot incidents and service requests, support devices, software and network connections, manage technology assets, and contribute to IT projects while ensuring a secure and seamless digital experience for employees.

RESPONSIBILITIES:

• Serve as the first point of contact for IT incidents, service requests and escalations, diagnosing and resolving issues efficiently while maintaining a high standard of service.
• Identify recurring technical issues, recommend sustainable solutions, and document incidents and resolutions in the IT Service Management (ITSM) platform.
• Complete installation, move, add and change activities, ensuring devices and systems are properly configured and compliant with established requirements.
• Support employee onboarding and offboarding by coordinating equipment, system access and related technology requirements.
• Provide on-site and remote technical support across departments, including clear guidance and user training where required.
• Maintain accurate records of IT hardware, software and licences, and support inventory audits, lifecycle management and device refresh programmes.
• Ensure adherence to HEINEKEN IT policies, security standards and asset management requirements.
• Participate in local and global IT projects, system upgrades, technology rollouts and security initiatives, collaborating with internal teams and external vendors as required.

QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science or a related field, or equivalent experience.
• Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate or ITIL Foundation would be an asset.

KNOWLEDGE & EXPERIENCE:

• 2–4 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.
• Strong analytical, troubleshooting, communication and interpersonal skills.
• Customer-focused, collaborative, organized, proactive and adaptable in a fast-moving environment.
• Experience in a manufacturing, FMCG or global enterprise environment would be advantageous.

APPLICATION CLOSING DATE: SEPTEMBER 25, 2026