L2 Technical Support Professional

Job Description The L2 Technical Support Expert will be responsible for providing deep-level technical and operational support for Aadhaar Enrolment systems. The ideal candidate must have hands-on experience working directly on Aadhaar enrolment machines and a deep understanding of their configuration. The role primarily involves resolving escalated technical issues from operators and providing remote/telephonic support (call support) to ensure minimal downtime of enrolment camps. Key Responsibilities 1. Telephonic Remote Technical Support (L2) Provide direct on-call and remote technical support to operators. Guide operators step-by-step over the phone to resolve software crashes, sync errors, and login issues. Perform root cause analysis (RCA) for recurring field issues and provide quick workarounds. 2. Deep Aadhaar Machine Hardware Troubleshooting Handle end-to-end troubleshooting of Aadhaar Enrolment Kits (Laptops/Desktops, GPS devices, Cameras Printers). Deep technical knowledge of biometric devices: Installation, calibration, and troubleshooting of Iris scanners, Fingerprint scanners. Resolve driver conflicts, port configuration issues, and credential/operator onboarding errors. 3. Aadhaar Software RD Services Management Complete mastery over Aadhaar Enrolment Client (ECMP) software installation, patches, and updates. Manage and troubleshoot Registered Device (RD) Services for various biometric brands (Mantra, Morpho, Cogent, etc.). Analyse Aadhaar software client logs, error codes, and packet sync issues to resolve registration failures. 4. Escalation Log Documentation Coordinate with OEMs (Original Equipment Manufacturers) and technical vendors for hardware replacements. Maintain logs of daily technical complaints, resolutions, and common error FAQs. Update simple Standard Operating Procedures (SOPs) for operators to reduce basic errors. Required Skills Competencies Mandatory: Practical experience in setting up and operating an Aadhaar Enrolment Machine Aadhaar client software. Excellent troubleshooting skills for computer hardware, peripherals, and Windows OS Aadhaar client software. Expertise in RD Services, biometric device drivers, and ECMP / UCL software environment. Strong communication skills with the ability to explain technical steps clearly over a phone call / Remote desktop. Basic understanding of network connectivity (Dongles, LAN, RailTel/VPN connections). Knowledge of Aadhaar client log analysis for quick error diagnostics. Qualifications Experience Graduate / Diploma in IT / Computer Science / Electronics or equivalent. 3 5 years of experience in Aadhaar Technical Support working directly on Aadhaar / UIDAI projects or handling Aadhaar enrolment kits. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.