{"id":4157658,"url":"https://alion.io/job/renovision-automation-services-technical-support-engineer","title":"Technical Support Engineer","company":{"id":3801212,"name":"Renovision Automation Services","domain":"raspl.com","url":"https://alion.io/company/renovision-automation-services","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Delhi, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-11-12T09:14:17Z","employer_posted_date":null,"last_verified_at":"2026-11-12T09:14:17Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Scope of Work - 247 On-site KIOSK Support (Blended L1/L2)\n\n1. Objective :\n\nProvide uninterrupted 247 on-site operational and technical support for all deployed KIOSKs to ensure system availability meets or exceeds the committed 99% SLA.\n\nThe 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.\n\n2. Roles & Responsibilities :\n\nA. Operational & Frontline Duties (L1 Functions) :\n\nTask Category :\n\nIncident Monitoring & Response :\n\n- Continuous monitoring of kiosk hardware, software, and peripherals.\n\n- Respond to alerts, alarms, or user complaints.\n\n- Perform first-level diagnosis and initiate recovery (reboot, reseat peripherals, check cables).\n\nOperational Checks :\n\n- Execute start-of-shift / end-of-shift health checks (application status, connectivity, device readiness).\n\n- Validate functional readiness via test applications per SOP.\n\nPreventive Maintenance :\n\n- Daily/weekly cleaning of PP Scanner, FP Scanner, camera lens, touch screen.\n\n- Maintain PM checklists and logs.\n\n- Verify firmware/software versions upon request.\n\nPeripheral Management :\n\n- Inspect and reseat devices such as FP scanners, biometric readers, card dispensers, printers, etc.\n\nIncident Logging :\n\n- Record all incidents in the customer ticketing system with timestamps, error codes, and actions taken.\n\n- Escalate unresolved cases to backend / L3 support. \n\n- Customer Interface - Liaise with airport / operations staff during incidents.\n\n- Provide status updates during fault handling.\n\nB. Technical & Diagnostic Duties (L2 Functions) :\n\nTask Category Scope / Description :\n\nTechnical Diagnostics :\n\n- Deep dive troubleshooting of application, OS, or middleware issues.\n\n- Review service logs and perform controlled restarts.\n\nSoftware & Patch Deployment :\n\n- Support OS updates, application patches, and configuration changes (per approved CAB).\n\n- Coordinate with L3/product teams for version upgrades.\n\nDatabase & Service Validation :\n\n- Validate local database sync, background services, and connectivity to backend servers.\n\nNetwork & Connectivity :\n\n- Perform ping/traceroute checks.\n\n- Escalate WAN/LAN issues outside kiosk scope to respective infra/network teams.\n\nIncident RCA & Reporting :\n\n- Conduct preliminary RCA for recurring faults.\n\n- Propose corrective and preventive measures.\n\nMonitoring Tools :\n\n- Review and report on any available local logs or dashboards; generate daily health summaries.\n\nConfiguration Management :\n\n- Maintain configuration files and parameters under change control.\n\n- Manage credentials or service configurations as authorized.\n\nSupport Coordination :\n\n- Interface with remote L3 / OEM for escalations.\n\n- Participate in remote troubleshooting and validation tests.\nSkills\nHardware Support, Monitoring Tools, Incident Management, Technical Support, Network Support, Troubleshooting, System Administration, Windows Server, Network Administration, Ticketing System","description_format":"text","description_chars":3085,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Security","Managed IT Services (MSP)","IT Staffing & Staff 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