Field Service and Support Technician - Kiosk and ATM in Sacramento

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Job DescriptionJob Description

Overview

As a Field Support Technician with Passport Technology, you will play a crucial role in ensuring the optimal performance of our casino-based kiosk and payment systems. This is a hands-on, field-based role focused on servicing electromechanical hardware in gaming environments. Your responsibilities will include on-site technical support, hardware installation and service, and maintaining strong client relationships. (This is not a remote IT support or help desk role.)

DUTIES AND RESPONSIBILITIES

General Duties:

Provide on-site technical support at casino locations, troubleshooting issues with kiosks, payment terminals, and loyalty systems.

• Install, configure, and maintain hardware and embedded software, ensuring optimal performance and uptime.
• Conduct regular preventative maintenance and system updates to ensure equipment reliability.
• Diagnose and resolve technical problems using remote tools and in-person visits as needed.
• Document service calls, technical issues, and resolutions in the company’s ticketing system.
• Train casino personnel on the proper use and basic maintenance of our products.
• Communicate clearly with clients, explaining technical concepts in a customer-friendly manner.
• Collaborate with engineering and product teams to relay customer feedback and support product improvements.
• Maintain accurate records of repairs, installations, and client interactions.

Travel Requirements:

Technicians are expected to travel frequently to client sites as part of their duties. Passport Technology will make every effort to provide at least one (1) week’s notice for scheduled travel whenever possible. However, due to the nature of our business and the need to support customer operations, situations may arise that require short notice or last-minute travel. Technicians are expected to maintain flexibility to accommodate these circumstances as needed.

Scheduling and Availability:

Every effort will be made to provide technicians with a schedule two (2) week(s) in advance. However, schedules are subject to change based on customer needs, operational priorities, and business needs. Technicians must remain flexible and adaptable to accommodate these changes, which may include last-minute adjustments. Weekend work, overtime, and variable hours are an essential part of this role and are required as necessary to support client operations and service commitments

QUALIFICATIONS AND EXPERIENCE

• Minimum 3 years of experience as a Field Support Technician, preferably with kiosk, ATM, or gaming hardware.
• Strong understanding of electromechanical systems, payment technologies, and loyalty platforms.
• Proven troubleshooting skills for hardware and embedded software systems.
• Excellent communication and interpersonal skills for working with both technical and non-technical stakeholders.
• Customer-focused mindset with a commitment to service excellence.
• Ability to work independently in dynamic field environments.
• Familiarity with remote support tools and basic networking (not IT-centric).
• Experience using ticketing systems such as Zoho, ServiceNow, Zendesk, or similar

CERTIFICATES AND/OR LICENSES REQUIREMENTS

• Valid Driver’s License

PHYSICAL REQUIREMENTS

• Frequent travel to casino locations for on-site support.
• Ability to lift and move equipment (up to 60 lbs) for installations and repairs.
• Comfortable working in casino environments and adapting to varying site conditions.

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