Level 1 Support Analyst

HYPERSCAL SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Beyondsoft Consulting (Singapore) Pte. Ltd is seeking a capable Application Operations/Support professional to monitor health, incidents, and service requests. You will classify incidents, runbooks, and coordinate with cross-functional teams to restore services.

The role requires 2+ years in IT service with ITIL familiarity, strong communication, and basic cloud monitoring knowledge. This is an on-site Singapore position supporting 24/7 operations.

Qualifications

• Experience in 24/7 application operations, service desk or production support.
• Knowledge of ITIL incident, problem, request and change processes.
• Ability to interpret dashboards, logs and alerts, and perform structured troubleshooting.

Responsibilities

• Monitor application health, dashboards, alerts, scheduled jobs, message queues, APIs and data processing workflows.
• Receive incidents and service requests through phone, messaging, email and the designated IT service management platform.
• Acknowledge, classify and prioritise incidents using defined severity levels and service targets.
• Perform initial diagnosis, execute approved runbooks and workarounds, and elevate unresolved issues to Level 2 specialists.
• Maintain complete ticket records, including timestamps, symptoms, business impact, actions taken, resolution and preventive recommendations.
• Provide regular status updates during service disruption and support post incident reporting.
• Coordinate with application, data, cloud infrastructure and third party support teams until service is restored.
• Support shift handovers and keep escalation contacts, knowledge articles and operating procedures up to date.

Skills

Incident management

Troubleshooting

Dashboard interpretation

Clear communication

ITIL knowledge

Cloud monitoring basics

2+ years experience

Education

Diploma or degree in IT/CS

Tools

Monitoring tools

Job description

COMPANY DESCRIPTION

Beyondsoft International (Singapore) Pte. Ltd. was set up in 2007 and established as the regional headquarters for the Southeast Asia (SEA) and European markets in September 2015. Based on our vision of "Using technology to promote social progress, economic development and become a global customer preferred partner" and our concept of "Beyond your expectations", Beyondsoft is committed to provide our customers in countries along the "Belt and Road" with comprehensive solutions and products and creating commercial value for customers to realizing continuous businesses development.

Our core business includes:

1. IT development services providing customers with IT consulting, software research and development, software and hardware testing, system integration and operation and maintenance, data analysis and other services;
2. New retail solutions and products through intelligent products, helping small and medium-sized enterprises (SMEs) realize the digital transformation of their daily operations;
3. Internet of Things (IoT) platform and solutions comprehensive use of IoT, artificial intelligence, big data, cloud computing and other technologies to provide IoT solutions for intelligent upgrades in cities, parks, buildings and industries, to create a smart future.

For more information, please visit www.beyondsoft.com.

RESPONSIBILITIES

• Monitor application health, dashboards, alerts, scheduled jobs, message queues, APIs and data processing workflows.
• Receive incidents and service requests through phone, messaging, email and the designated IT service management platform.
• Acknowledge, classify and prioritise incidents using defined severity levels and service targets.
• Perform initial diagnosis, execute approved runbooks and workarounds, and elevate unresolved issues to Level 2 specialists.
• Maintain complete ticket records, including timestamps, symptoms, business impact, actions taken, resolution and preventive recommendations.
• Provide regular status updates during service disruption and support post incident reporting.
• Coordinate with application, data, cloud infrastructure and third party support teams until service is restored.
• Support shift handovers and keep escalation contacts, knowledge articles and operating procedures up to date.

QUALIFICATIONS

• Experience in 24/7 application operations, service desk or production support.
• Working knowledge of ITIL incident, problem, request and change processes.
• Ability to interpret dashboards, logs and alerts, and perform structured troubleshooting.
• Clear written and verbal communication, including concise incident updates.
• Familiarity with cloud hosted applications, APIs, queues and monitoring tools is advantageous.
• Diploma or degree in Information Technology, Computer Science or a related discipline.
• Relevant IT service management or cloud fundamentals certification is advantageous.
• Typically 2 years or more of relevant support experience.

OTHER INFORMATION

Beyondsoft Consulting (Singapore) Pte. Ltd is committed to being an equal opportunity employer and provides equal employment opportunities to all employees and applicants. We strive to cultivate a workplace that celebrates diversity and inclusion, where individuals of all backgrounds—regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, or any other distinguishing trait—can succeed and thrive. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, national origin, disability status, genetics, sexual orientation, gender identity, or expression. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the entire employee lifecycle. We are focused on creating an environment where everyone can reach their full potential.

Employment offers from Beyondsoft Consulting (Singapore) Pte. Ltd are contingent upon the successful completion of any required pre-employment processes, in line with applicable laws and regulations. Beyondsoft Consulting (Singapore) Pte. Ltd does not ask for any recruitment fees, nor does it request any unauthorized payments from candidates as part of the hiring process.