L1.5 Application Support Engineer – Sales & Customer Service Applications
Location:
Chakan, Pune
Experience:
3–6 Years
Employment Type:
Full-Time
Job Overview
We are looking for an experienced L1.5 Application Support Engineer to provide application support for Sales and Customer Service applications. The role involves handling dealer/user queries, performing initial troubleshooting, managing incidents, coordinating with cross-functional teams, supporting application enhancements, and ensuring timely resolution of production issues as per defined SLAs.
The ideal candidate should have robust troubleshooting skills, experience with ITSM tools, good understanding of enterprise applications, and the ability to coordinate with business users and technical teams.
Key Responsibilities
Application Support & Incident Management
- Act as the primary point of contact for dealer and business user application-related queries.
- Monitor and manage support tickets through ServiceNow or similar ITSM platforms.
- Perform ticket categorization based on priority,
functional area, and complexity.
- Analyze issues to differentiate between:
- User-related issues
- Data-related issues
- Application defects
- Perform initial troubleshooting and provide L1.5 resolution wherever possible.
- Ensure timely acknowledgement, tracking, follow-up, and closure of tickets.
Issue Analysis & Escalation Management
- Collect required information including:
- Error logs
- Screenshots
- User details
- Reproduction steps
- Business impact details
- Prepare detailed escalation documents for higher support teams.
- Coordinate with technical teams for issue resolution.
- Provide regular status updates to stakeholders for critical incidents.
- Perform root cause analysis (RCA) and support implementation of corrective actions.
Application Administration & Access Support
- Support user provisioning activities and access review audits.
- Perform data validation checks across integrat
📌 .5 Application Support Engineer (Pune Division)
🏢 EC Infosolutions
📍 Pune Division
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