Location: Lebanon, OH / Miami Valley | Home-Based with Regular Customer Site Support

Candidates must live within a reasonable driving distance of Lebanon, Ohio, and be able to travel to the customer site as needed during the week.

What You Will Be Doing:

The Technical Resolution Specialist provides remote and hands-on technical support for kiosks, ATMs, and payment technologies. You'll troubleshoot issues from your home office and provide on-site support at a customer location in Lebanon when an issue requires hands-on attention.

This role is a great fit for someone with field service or break-fix experience who enjoys troubleshooting, can work independently, and is equally comfortable working directly with customers and supporting a broader technical team.

Key Responsibilities:

• Provide Tier 2 support for hardware and software issues involving ATMs, kiosks, and payment technology
• Troubleshoot issues remotely and on-site, determining when additional support or escalation is needed
• Manage and follow up on Jira tickets through resolution
• Monitor equipment and system alerts and respond appropriately
• Coordinate with third-party vendors and internal teams to resolve technical issues
• Support the broader Technical Resolution team and assist with additional tickets when not actively supporting the local customer
• Document issues, resolutions, and customer updates clearly and accurately

Qualifications:

• 2–3 years of field service, break-fix, technical support, or similar experience
• Experience troubleshooting both hardware and software issues
• Working knowledge of Windows OS
• Strong troubleshooting, communication, customer service, and time-management skills
• Ability to work independently from a home office while remaining actively connected to a broader support team
• Ability to travel regularly to the Lebanon customer location, including multiple visits during a workweek when needed
• Valid driver's license and reliable personal transportation
• Ability to travel by car or airplane as needed for additional business travel (<20%)
• Ability to obtain and maintain required gaming licenses in multiple jurisdictions

Preferred Experience

• Casino equipment, ATM, kiosk, payments, or gaming technology support
• Jira and VoIP support tools
• Basic SQL knowledge
• Linux experience
• Experience coordinating field technicians or third-party vendors

Perks & Benefits!

• A great company focused on team building and career pathing
• Join a team that is fun, friendly, and customer-focused
• Excellent employee benefits package: Health, Dental, Vision, 401(k) match, and more

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. 

JOB CODE: 1000097