Technical Resolution Specialist
Location: Las Vegas, NV – West Lake Mead
Schedule: Wednesday through Friday onsite; Saturday and Sunday remote
Reports to: Director of Technical Resolution
What you will be doing
The Technical Resolution Specialist provides Tier 2 support for customer and equipment issues involving both hardware and software. In this role, you'll manage support tickets, troubleshoot ATM and kiosk issues, coordinate vendor escalations, and work directly with customers through phone, email, remote support, and occasional onsite visits to resolve technical issues.
This is not a traditional call center role. We are looking for someone who is comfortable with break-fix support, can think through technical issues, and knows when to resolve a problem independently or escalate it.
Key Responsibilities:
- Provide Tier 2 technical support for hardware and software issues involving ATMs, kiosks, and payment technology.
- Troubleshoot issues, determine the appropriate resolution, and escalate more complex problems when needed.
- Manage and follow up on Jira tickets to ensure timely resolution.
- Monitor system dashboards and respond to equipment alerts.
- Coordinate with third-party vendors and internal teams to resolve technical issues.
- Support customers through phone, email, and remote troubleshooting, with occasional travel to customer sites when hands-on assistance is needed.
- Document issues, solutions, and updates clearly to keep customers and internal teams informed.
Qualifications:
- 2–3 years of technical support, field service, or break-fix experience
- Experience troubleshooting both hardware and software issues
- Familiarity with Jira and Voice over IP call tools
- Working knowledge of Windows OS
- Strong problem-solving, communication, and time-management skills
- Ability to work independently and manage multiple open issues
- Professional and comfortable interacting directly with customers
- Ability to work Wednesday through Sunday
- Ability to travel by car or airplane as needed (<20%)
- Ability to secure and maintain gaming licenses in multiple jurisdictions
Preferred Experience
- Casino equipment, ATM, kiosk, payments, or gaming technology support
- Basic SQL knowledge
- Linux experience
- Experience coordinating field technicians or third-party vendors
Perks & Benefits!
● A great company that is focused on team building, and career pathing for its team!
● Join a team that is fun, friendly, and customer-focused!
● Excellent employee benefits package - Health, Dental, Vision, 401k 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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department