Technical Support Engineer

Overview

Experience- 3+ years

Location- Delhi Airport

Scope of Work – 24×7 On-site KIOSK Support (Blended L1/L2)

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 have experience in aviation industry?
• Are you comfortable with 28k to 32k monthly CTC?

Work Location: In person