Help Desk Technician II

Would you like to join one of the fastest growing MSPs? Xobee Networks is on a mission to transform IT support, and we are growing fast! With thousands of clients across the United States, we are seeking a driven and tech-savvy Help Desk Technician to join our elite team of IT professionals.

At Xobee, you won’t just have a job - you’ll be part of a dynamic, forward-thinking company where innovation and growth are at the core of everything we do. If you're passionate about technology, thrive in fast-paced environments, and love solving real-world problems, we want to hear from you!

To be considered for this position, you must submit your CV, as well as a video introduction at:

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ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The following is a list of essential job functions and responsibilities for the Help Desk Technician I. Other duties and responsibilities may be added as needed, or modified from time to time.

• Diagnose and resolve support tickets that come in via phone, email or chat.
• Clearly communicate with clients in a professional and timely manner to keep them informed about the progress of their service requests and i ---------- .
• Collaborate with internal tea ---------- mbers regarding resolutions to various client issues.
• Utilize experience and knowledge to assess issues and provide solutions.
• Take ownership of tickets and client interactions.
• Assist with responding to alerts and tickets from various monitoring systems.
• Document resolutions and update procedures that may be outdated.
• Report critical i ---------- or problems that become too complex for self-resolution.
• Escalate issues to Tier II when necessary.

REQUIRED SKILLS AND EXPERIENCE:

Minimum of 12 months experience administering/supporting the following:

• Small business LAN troubleshooting
• Microsoft365/Azure Active Directory
• Microsoft Windows Server 2012 and above
• Help desk or relevant customer service skills
• Experience with PSA and RMM tools
• Fundamental understanding of DNS, DHCP, and TCP/IP
• Knowledge of backup technologies
• Knowledge of security practices and policies

Preferred Skills and Experience:

• Strong MSP or similar work experience
• Associate or Bachelor’s degree in a computer related field required. Relevant and significant industry experience may provide as a substitute for education
• Any Microsoft, Cisco, Security+ or other certifications is a plus
• Sophos software and hardware
• ITGlue
• Experience with ConnectWise Automate/Control is a plus
• Veeam Backup and Replication
• VMware
• RDS environments
• Cisco/DUO

Primary Time Zone: US Pacific Time (PST/PDT)
Schedule (anchored to US Pacific Time):

Monday: 5:00am – 11:00am PT

? 9:00pm – 3:00am PHT (same calendar day ? next early morning)

Tuesday: 8:00pm – 8:00am PT

? 12:00pm – 12:00am PHT (next day)

Wednesday: 8:00pm – 8:00am PT

? 12:00pm – 12:00am PHT (next day)

Thursday: 5:00am – 11:00am PT

? 9:00pm – 3:00am PHT

Friday: 5:00am – 11:00am PT

? 9:00pm – 3:00am PHT

Hours are based on US Pacific Time and will shift by one hour locally in the Philippines when the US moves between Standard Time and Daylight Time