Technical Resolution Specialist (Miami Valley, Ohio)
Pavilion Payments
Job Description
Job Description
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.
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
- 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
- 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
- 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
Vacancy posted 18 days ago
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