Technical Resolution Specialist (Miami Valley, Ohio)

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