Scope of Work - 24×7 In office 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
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
- Review service logs and perform controlled restarts.
Software & Patch Deployment
- Coordinate with L3/product teams for version upgrades.
Database & Service Validation
- Validate local database sync, background services, and connectivity to backend servers.