Position Title:

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, positive 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