Tickets keep piling up whenever the L1 team is stretched thin, and this Senior L2 Support Engineer role at a Technopark, Kazhakkoottam campus in Thiruvananthapuram exists specifically to close that gap. Full-time, on-site, and squarely aimed at someone who's already spent years in the escalation queue rather than someone starting out in support. The employer supports IT infrastructure for a mid-sized client base across banking and retail, so the ticket mix skews toward business-critical systems rather than one-off desktop issues.
The bar for this hire
The education bar here is a bachelor's degree, with the field leaning toward information technology or something closely related. A diploma in a comparable technical program is accepted as a substitute for candidates who have one, rather than the full degree, which opens the door a bit wider than a straight degree-only rule would. On top of that, an ITIL Foundation certification is expected rather than optional, since ticket handling and escalation here follow ITIL-aligned processes fairly closely. Ninety months of hands-on IT support experience rounds out the requirement, ideally spent handling escalations rather than only frontline tickets. Someone coming from a smaller shop where L1 and L2 responsibilities blur together is still a fine fit, as long as the escalation-level work is clearly identifiable on the resume rather than buried inside a generic "IT support" job title.
What lands on your desk
- Take escalated tickets that L1 support couldn't resolve, and dig into the root cause rather than applying a quick workaround
- Troubleshoot hardware and software issues that span multiple systems, since anything simple enough for a single fix usually gets closed at L1
- Coordinate with L3 engineering or vendor support when a fix requires access or expertise beyond what L2 typically handles
- Maintain and update the internal knowledge base so recurring issues get resolved faster the next time they come up
- Mentor L1 staff on diagnostic techniques, particularly around when to escalate versus when to keep digging
- Track ticket resolution against SLA targets and flag patterns that suggest a deeper systemic problem
A single ticket at this level rarely has an obvious answer. One recent case involved a printer that failed only for users on a specific VPN profile, and it took three days of testing different network paths before anyone connected it to a firmware update pushed the week before. That kind of pattern recognition, more than raw technical knowledge, is what separates L2 from L1 here. Tickets that make it this far have usually already had someone else's first attempt fail, so a fresh set of assumptions matters more than a longer checklist.
Skills that matter
- Advanced troubleshooting across a mix of hardware, OS-level, and application issues, not just following a script
- Comfortable working inside ticketing systems all day, including tracking SLA timers and updating tickets clearly enough that another engineer could pick one up mid-resolution
- Sound judgment on escalation handling: knowing when a problem genuinely needs L3 or vendor involvement versus when more digging at L2 would solve it
Good to have
Experience with remote support tools such as TeamViewer or AnyDesk accelerates the ramp-up period. Some exposure to Active Directory administration or basic scripting for repetitive fixes is a plus, though the team is happy to build that up on the job for a strong troubleshooter. An ITIL Practitioner-level certification beyond the Foundation level isn't required, but it does help when the conversation turns to formal process improvement work. Candidates who've previously conducted a post-incident review, even informally, tend to slot into this team's documentation habits more quickly than those who haven't.
Pay and what's included
The role pays ₹73,500 per month, which is toward the higher end for a senior-level L2 support engineer salary in Thiruvananthapuram. Health insurance, paid time off, and performance-linked bonuses are part of the package. Since the position is on-site at Technopark, relocation assistance and accommodation support are also available for candidates moving from outside Kerala. Bonus payouts are tied partly to team-wide SLA performance and partly to individual ticket quality, so a strong quarter for the whole support desk shows up in everyone's numbers rather than only the top performer's.
Working out of Technopark
Technopark in Kazhakkoottam is one of the larger IT campuses in the country, and this employer's office is in one of the newer blocks, a fairly short walk from the main food court. Naukri Mitra lists this alongside a few other L2 and L3 support roles from companies on the same campus, which gives a reasonable sense of what similar positions in the area tend to pay. Shift timing here runs standard daytime hours for most of the team, though a rotating on-call slot covers evenings and weekends, split fairly evenly across the senior support staff so no one person carries it every week.
The support team reports to an IT operations manager rather than directly to engineering, which keeps the escalation path fairly clean: L2 either resolves it, or it goes to L3 with a clear write-up of what's already been tried. New hires typically take two to three weeks getting familiar with the ticketing system's specific workflows before handling escalations without a second set of eyes reviewing the resolution. After that initial period, most of the day-to-day work happens with a fair amount of autonomy, and the operations manager stays out of individual tickets unless something's been open long enough to need a status update for the client.
How to apply
Send a resume that includes specific examples of escalated issues resolved in prior roles, not just a list of tools used. The interview process includes a scenario-based technical round that works through a mock escalation, followed by a conversation with the IT operations manager covering shift flexibility and relocation, if applicable. Given the seniority expected here, candidates should be ready to speak in detail about at least two or three complex tickets they personally closed, including what made them hard to solve. Offers typically go out within a week of that final conversation, and start dates are flexible enough to accommodate a standard notice period at a current employer.
