Technical Support Engineer

• *Experience\- 3\+ years**

• *Location\- Delhi Airport**

• *Scope of Work – 24×7 On\-site KIOSK Support**

• *Objective**

Provide uninterrupted **24×7 on\-site operational and technical support** for all deployed KIOSKs to ensure system availability meets or exceeds the committed **99% SLA**.

The blended engineer team will handle first\-line (L1\) and second line (L2\) responsibilities, including monitoring, troubleshooting, preventive maintenance, and coordination with backend/product support teams for resolution of escalated incidents.

• *Roles \& Responsibilities**

• *A. Operational \& Frontline Duties (L1 Functions)**

• *Task Category**

• *Scope / Description**

• *Incident Monitoring \& Response**

• Continuous monitoring of kiosk hardware, software, and peripherals.
• Respond to alerts, alarms, or user complaints.
• Perform first\-level diagnosis and initiate recovery (reboot, reseat peripherals, check cables).

• *Operational Checks**

• Execute start\-of\-shift / end\-of\-shift health checks (application status, connectivity, device readiness).
• Validate functional readiness via test applications per SOP.

• *Preventive Maintenance**

• Daily/weekly cleaning of PP Scanner, FP Scanner, camera lens, touch screen.
• Maintain PM checklists and logs.
• Verify firmware/software versions upon request.

• *Peripheral Management**

• Inspect and reseat devices such as FP scanners, biometric readers, card dispensers, printers, etc.

• *Incident Logging**

• Record all incidents in the customer ticketing system with timestamps, error codes, and actions taken.
• Escalate unresolved cases to backend / L3 support.

• *Customer Interface**

• Liaise with airport / operations staff during incidents.
• Provide status updates during fault handling.

• *B. Technical \& Diagnostic Duties (L2 Functions)**

• *Task Category**

• *Scope / Description**

• *Technical Diagnostics**

• Deep dive troubleshooting of application, OS, or middleware issues.
• Review service logs and perform controlled restarts.

• *Software \& Patch Deployment**

• Support OS updates, application patches, and configuration changes (per approved CAB).
• Coordinate with L3/product teams for version upgrades.

• *Database \& Service Validation**

• Validate local database sync, background services, and connectivity to backend servers.

• *Network \& Connectivity**

• Perform ping/traceroute checks.
• Escalate WAN/LAN issues outside kiosk scope to respective infra/network teams.

• *Incident RCA \& Reporting**

• Conduct preliminary RCA for recurring faults.
• Propose corrective and preventive measures.

• *Monitoring Tools**

• Review and report on any available local logs or dashboards; generate daily health summaries.

• *Configuration Management**

• Maintain configuration files and parameters under change control.
• Manage credentials or service configurations as authorized.

• *Support Coordination**

• Interface with remote L3 / OEM for escalations.
• Participate in remote troubleshooting and validation tests.

Job Type: Full\-time

Pay: ₹300,000\.00 \- ₹400,000\.00 per year

Application Question(s)

• How many years of total experience do you have?
• What is your current CTC?
• What is your notice period/ LWD?
• Are you comfortable for 5 months contract (can be extended as per the requirement)?
• What is your current location?
• Do you good communication skills?
• Are you comfortable with 30k to 34k monthly CTC?

Work Location: In person