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.