Advanced Technical Services Engineer

Waystar • Atlanta, GA

64d

About The Position

We are looking for an outstanding, brilliant, and driven Advanced Technical Services Engineer to join our team. The Advanced Technical Services Engineer is responsible for end user hardware and software deployment, support, and retirement, including phone support via the team's call center, and field support at all company locations. Additional responsibilities include the planning, configuration, deployment, maintenance, support, training on, and retirement of hardware and software assets; maintenance of required assets and chain of custody documentation; support of the company's Technology Service Management system; adherence to defined SLAs; and execution of exceptional support and customer service. This role also serves as a key technical liaison for executive-level support and local office operations, ensuring seamless technology experiences for leadership and on-site personnel.

Responsibilities

• Provides Tier 1 and Tier 2 end user hardware and software support in the Technology call center and in field locations as required
• Procures, deploys, configures, and supports end user software, hardware, phones, and mobile devices
• Maintains Asset Management and chain of custody documentation for company-owned devices
• Maintains Asset Management information and licensing compliance for deployed software
• Supports the company's audio-visual conferencing systems
• Manages the technical aspects of team member onboarding and termination
• Gears team members' physical office space with the technology required for occupancy
• Configures print queues on the print server infrastructure and installs on end user devices
• Conducts and/or monitors the team's recurring tasks and maintenance checklists
• Identifies trends in support issues and system failures, and proposes solutions
• Maintains both personal and team-wide workspaces to ensure efficient performance and a positive environment
• Participates in the team's weekly 24x7 on-call rotation
• Coordinates troubleshooting, escalation, and communication regarding system outages and user issues
• Works with the Manager to provide input on yearly goal planning, budget planning, and opportunities for growth
• Executes mid-level projects, involving Technical Services Engineers
• Acts as a resource for ongoing projects that require support from the Technical Services Engineering team
• Provides white-glove technical support for executive leadership, including proactive device management, meeting support, and rapid issue resolution.
• Serves as the primary technical contact for local office technology needs, including coordination with facilities and vendors for on-site services.
• Supports high-priority meetings and events with AV setup, testing, and live troubleshooting, especially for executive and board-level engagements.
• Partners with Executive Assistants and Facilities teams to ensure technology readiness in executive offices and shared spaces.
• Conducts regular check-ins with local office staff and leadership to assess and improve technology satisfaction and performance.

Benefits

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees