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.

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 Tags

Local area, Remote work, Home office

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Technical Resolution Specialist (Miami Valley, Ohio) Job at Pavilion Payments, Lebanon, OH

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