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Technical Support Specialist

Russian School of Mathematics – Newton, MA



Information Technology



Salary : $50000 - $80000  / YEAR

The Russian School of Mathematics is hiring a Technical Support Specialist. This is a part-time, onsite position in the afternoons and late evenings in our Headquarters office in Newton, MA

If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. If you are in the beginning of your career or looking to supplement your income, this is a good place to start. The primary goal of this position is to ensure smooth operation of virtual classrooms by students and teachers.

Responsibilities:

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues, including account setup and access privileges

Ask customers targeted questions to quickly understand the root of the problem

Talk clients through a series of actions via chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time (multitasking)

Document technical knowledge in the form of notes

Maintain friendly and professional relationships with clients bearing in mind most of them are young children and their parents.

Qualifications:

Hands-on experience with Windows/Linux/Mac OS environments

Good understanding of computer systems, video and audio equipment, mobile devices and other tech products

Ability to diagnose and troubleshoot basic technical issues

Familiarity with virtual classroom environments is a plus

Excellent problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal

Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Desired, but not required:

Work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

BS degree in Information Technology, Computer Science or relevant field

RSM embraces diversity and is committed to attracting qualified candidates who also embrace and value diversity and inclusivity. RSM is an Equal Opportunity/Affirmative Action Employer.

 

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