Technical Systems Analyst

WHO WE ARE:

Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers’ most pressing challenges.When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

ADDITIONAL REQUIREMENT FOR REMOTE POSITIONS:

For remote positions, all candidates must complete a video screen with our corporate recruiting team.

POSITION SUMMARY:

The Technical Support Analyst is responsible for supporting and monitoring high-traffic websites and consumer-facing web applications, as well as tracking and responding to high-visibility production incidents reported by internal customers, business partners, and vendors. This position requires a strong foundation in IT operations, testing, troubleshooting, and Incident Management, with a focus on maintaining application stability and availability. The ideal candidate will work closely with technical support teams and business stakeholders to ensure timely incident resolution, effective communication, and reliable production support for Beyondsoft’s clients.

WHAT YOU WILL BE DOING:

• Support daily production operations and ensure the stability and availability of client websites and applications.
• Identify, troubleshoot, and resolve production incidents, escalating complex or critical issues to the appropriate support teams when necessary.
• Collaborate with application support teams, internal stakeholders, and external partners to ensure timely issue resolution and operational support.
• Deploy and decommission hosted application environments following established processes and procedures.
• Monitor system and application performance using diagnostic and monitoring tools to detect issues, analyze data, and identify potential service disruptions.
• Ensure all production incidents are documented accurately and promptly in accordance with established Incident Management procedures.
• Participate in a rotating 24x7 on-call support schedule, including after-hours incident response and scheduled maintenance activities.
• Maintain and update operational documentation, including standard operating procedures (SOPs), troubleshooting guides, and support processes.
• Communicate production status, incident updates, and operational issues to business owners, management, and relevant stakeholders.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

• BA/BS degree or an equivalent combination of education and experience is required.
• 1+ years of experience working with AWS services, including S3, CloudWatch, and other cloud-based tools.
• 1+ years of experience supporting internal IT help desk operations is preferred.
• 1+ years of experience with ITIL processes and Incident Management.
• Experience providing technical support to Fortune 500 clients or business partners is preferred.
• 1+ years of experience using ServiceNow or similar IT service management (ITSM) ticketing systems is a plus.
• 1+ years of experience with monitoring tools such as Dynatrace, AWS CloudWatch, or similar platforms.
• 1+ years of experience working with Linux and Apache environments.
• 1+ years of experience using automation tools for server provisioning.
• Proficiency in Microsoft Word and Excel; experience with other Microsoft applications is a plus.
• Strong interpersonal, written, and verbal communication skills, with the ability to explain technical information to both technical and non-technical stakeholders.
• Ability to work independently and collaborate effectively within a team environment.
• Ability to manage competing priorities and work under pressure while maintaining a strong customer service focus.
• Strong presentation skills, with the ability to communicate technical findings clearly to various stakeholders.
• English B2+ or higher

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance. 

• Private Health and Life Insurance
• 12 days per year of Paid Time Off (PTO) + 3 discretionary days
• Paid CR holidays
• 100% remote

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.