Technical Support Engineer
First seen by Alion on Nov 12, 2026.
Scope of Work - 247 On-site KIOSK Support (Blended L1/L2)
1. Objective :
Provide uninterrupted 247 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. Roles & Responsibilities :
A. Operational & Frontline Duties (L1 Functions) :
Task Category :
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.
Skills
Hardware Support, Monitoring Tools, Incident Management, Technical Support, Network Support, Troubleshooting, System Administration, Windows Server, Network Administration, Ticketing System