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

Objective:

Provide uninterrupted 24/7 in office 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):

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):

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.

📌 Technical Support Engineer (India)
🏢 Renovision Automation Services
📍 India