Operations and Support Engineer

Role overview

The Operations Support Engineer keeps DigiXPro digital exams running smoothly on the ground at universities and colleges. You will set up and manage exam tablets, keep the exam network stable, run exams as per our SOP, and resolve issues for students, invigilators and exam staff in real time.

DigiXPro is a tab-based digital examination and AI-assisted evaluation platform by Restech Edugauge Private Limited, used by higher-education institutions across India.

Key responsibilities

1. Device and tablet management

• Set up, configure and maintain exam tablets (Android tablets and iPads), styluses and chargers
• Install and update the DigiXPro exam app, OS updates and security settings;
• Check battery health, charging, screen and stylus condition before every exam
• Raise OEM warranty/repair claims for faulty devices
• Keep devices clean, charged and ready as per the device care checklist

2. Device movement and logistics

• Plan and manage movement of tablets between warehouse, campuses and exam halls
• Pack, label and seal devices for safe transport; maintain dispatch and receipt records
• Ensure delivery to exam venues on time and collect all devices after the exam
• Report any loss, damage or shortfall immediately

3. Inventory management

• Maintain an accurate inventory of all devices and accessories by serial number, location and status
• Track devices issued to and returned from each campus and exam session
• Do regular stock audits and reconcile counts after every exam cycle
• Flag devices due for repair, replacement or retirement

4. Network and infrastructure support

• Set up and test exam-hall LAN, Wi-Fi access points and network switches before exams
• Troubleshoot connectivity issues across devices, local servers and cloud (AWS) services
• Monitor network load during exams and fix bandwidth or access-point issues quickly
• Work with the college IT team on firewall, whitelisting and server access

5. L1 support during exams

• Resolve student and invigilator issues on the spot: login failures, app crashes, device freezes, stylus or display problems
• Handle answer submission and sync issues; ensure no student response is lost
• Swap faulty devices with standby units and restore the student's session
• Escalate unresolved issues to L2/engineering within defined timelines

6. Exam conduction as per SOP

• Follow the DigiXPro exam conduction SOP for pre-exam, during-exam and post-exam activities
• Conduct mock tests and dry runs with the college before live exams
• Verify exam schedules, student mapping and device allocation
• Confirm all submissions are received and synced after every session; sign off the exam report

7. Trouble ticket management

• Log every issue in the ticketing system with clear details, screenshots and device ID
• Track tickets to closure within agreed SLAs and update status regularly
• Identify repeat issues and share root-cause inputs with the team

8. Coordination

• Work closely with engineering and QA teams on bugs, app releases and testing before deployment
• Coordinate with the college Controller of Examinations office, exam staff and IT team for smooth exam planning and execution
• Brief invigilators and exam staff on device handling and the student exam process
• Share daily/exam-wise status reports with the Operations Manager

9. Other duties

• Support onboarding of new institutions: site surveys, network readiness checks and go-live
• Follow data security and confidentiality practices in line with ISO/IEC 27001

Training provided

Candidates will go through training before field deployment:

• DigiXPro platform: exam app, admin portal, digital evaluation workflow
• Exam conduction SOP and exam-day roles
• Device setup, troubleshooting
• Ticketing process, escalation matrix and reporting