Support Analyst (L1)

Beyondsoft Singapore; Singapore; Sur place; SGD 42 000 - 60 000; Plein temps

Résumé du poste

Beyondsoft Singapore is seeking a Level 1 Support Analyst for an aviation client, based at Changi. The role requires shift-based, 24/7 coverage and a focus on rapid incident resolution.

You will monitor application health, dashboards and alerts, log and classify incidents via the IT service management platform, and perform initial diagnosis.

Diploma or degree in IT/CS is required, with 2+ years in a similar role; ITIL knowledge and strong written/verbal communication are advantageous.

Qualifications

• Experience in 24/7 application operations or service desk.
• Ability to interpret dashboards, logs and alerts, and perform structured troubleshooting.
• Diploma or degree in IT, CS or related discipline and relevant certs are advantageous.

Responsabilités

• 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 runbooks and workarounds, and escalate 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.

Connaissances

Incident management

Troubleshooting

Communication

ITIL knowledge

Formation

Diploma or degree in IT/CS

Outils

ITSM platform

Cloud monitoring tools

Description du poste

We are looking for a Level 1 Support Analyst for our aviation client.

Work Location: Changi

Work Hours: Shift based, 24/7 shared coverage

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.

Requirements:

• 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.

Beyondsoft 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 potentetl

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