Mahindra World City in Jaipur is where you'd be working for this Lead L2 Support Engineer role. Full-time, on-site, INR 87,000 a month.
What the job actually involves
- Handle escalated technical issues that L1 support couldn't resolve on the first pass
- Diagnose complex hardware and software problems across a mix of user devices and internal systems
- Manage the ticket queue for the support team, making sure nothing sits unassigned for too long
- Coordinate with engineering or L3 teams when a problem needs to go beyond what support can fix directly
- Mentor L1 support staff, helping them build the troubleshooting instincts that let more issues get resolved without escalation
A recent escalation worth mentioning: several remote employees started losing VPN access at the exact same time every morning, and it took a while to connect the dots to a client certificate that had been set to expire on a rolling schedule tied to each person's first connection. Once that pattern clicked, the fix was straightforward, but getting there required checking logs across multiple users instead of treating each complaint as a separate issue. Spotting patterns like that is a big part of what separates L2 work from L1.
Skills you'll need
Advanced troubleshooting is the core requirement here, well beyond the basic reset-and-reboot playbook. You'll also need real comfort with ticketing systems and a good handle on escalation handling, knowing when to push a problem up the chain versus when to dig in further yourself.
A few additional skills would help an application stand out:
- Experience with remote-support tools such as TeamViewer or AnyDesk
- Active Directory administration for user and permissions management
- Basic network troubleshooting, including DNS and DHCP issues
- Scripting ability for automating repetitive support tasks
Qualifications and experience
A bachelor's degree is the typical requirement for this lead-level role, though the listing notes that a relevant diploma is also considered. Candidates also need an ITIL Foundation certification, since the team follows ITIL processes for incident and problem management. In terms of experience, this role requires 96 months of hands-on IT support work.
Pay and benefits
The role pays INR 87,000 a month. This listing on Naukri Mitra includes health insurance, paid time off, and performance-linked bonuses tied to resolution times and escalation quality. Since the position is on-site in Mahindra World City, relocation assistance and accommodation support are also available for candidates relocating from another city.
Life on this team
Support work runs on a rotation here, so being on-call for a stretch comes with the territory rather than falling to one person indefinitely. Most days move at a manageable pace, working through the queue and mentoring less experienced staff, but a widespread outage can shift everyone's priorities fast. The lead role carries real responsibility for maintaining the team's overall response quality, not just for handling individual tickets.
How to apply
Send a resume that shows specific escalation and troubleshooting work, including the kinds of systems and issues you've handled at an L2 level. Mention your ITIL certification status directly, since it's a firm requirement for this role. Shortlisted candidates will walk through a real troubleshooting scenario in the technical interview, followed by a conversation about team fit and start date.
