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.