Experience- 2+ years
Location- Delhi Airport
Scope of Work – 24×7 On-site KIOSK Support (Blended L1/L2)
1. 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.
2. Deployment Overview
Parameter- Details
Coverage- 24×7 (3 shifts × 8 hours)
Resources- 5 engineers (rotational coverage, 1 per shift)
Roles- Blended L1 + L2 skillset
Location- On-site at airport / customer premises
3. 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 expected 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
