DNS Protection Support Engineer

ASM Research, An Accenture Federal Services Company; Providence (RI); On-site; USD 54,000 - 88,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, seeks a ServiceNow Administrator to provide first-line support for the Protective DNS service. You will diagnose basic connectivity and configuration issues, log and track tickets, and ensure resolution within SLA guidelines.

The role requires 2–5 years in technical support or system administration, familiarity with DNS concepts, and strong documentation skills. Training and learning new technologies are encouraged and supported.

Qualifications

• 2–5 years in technical support, system administration, or service desk.
• Hands-on experience configuring customer networks.
• Strong knowledge of network security and DNS concepts.
• Familiarity with DNS protocols, web filtering, cloud security services.
• Strong documentation skills to track issues through resolution.
• Experience with ticketing/remote support tools.
• Clear communication with end-users and technical teams.
• Willingness to learn new technologies and adapt to priorities.

Responsibilities

• Administer first-line technical support for customers of the Protective DNS service.
• Log, categorize, and track support requests via phone, email, and ServiceNow.
• Perform initial troubleshooting on DNS configuration, connectivity, and functionality.
• Escalate complex issues to higher-level staff as needed.
• Monitor and manage tickets in ServiceNow ensuring SLA adherence.
• Review docs and contribute to a knowledge base for faster resolutions.
• Monitor system health and coordinate with operations during disruptions.
• Contribute to process improvements and admin procedures.

Skills

Technical support

DNS concepts

ServiceNow

Ticketing systems

Network security

Documentation

End-user communication

Learning mindset

Adaptability

Tools

ServiceNow

Job description

ASM Research, an Accenture Federal Services Company, seeks a ServiceNow Administrator to provide first-line support for the Protective DNS service. You will diagnose basic connectivity and configuration issues, log and track tickets, and ensure resolution within SLA guidelines.

The role requires 2–5 years in technical support or system administration, familiarity with DNS concepts, and strong documentation skills. Training and learning new technologies are encouraged and supported.