DNS Security Engineer — Tier 2 Support

ASM Research, An Accenture Federal Services Company; Montpelier (VT); On-site; USD 90,000 - 104,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Tier 2 Service Desk engineer to provide advanced technical support for Protective DNS. You will troubleshoot complex issues, log and resolve escalated tickets from Tier 1 within SLA, and coordinate with network, security, and cloud teams.

The role emphasizes clear documentation, knowledge base development, and guidance for Tier 1 staff, with on-site work in Montpelier, VT.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science or related field or equivalent experience.
• 5+ years of experience in a technical support or network/security engineering role.

Responsibilities

• Provide advanced technical support for complex issues related to Protective DNS.
• Analyze and troubleshoot escalated support tickets from Tier 1 agents.
• Investigate and resolve connectivity, configuration, and performance issues with Protective DNS.
• Collaborate with network, security, and cloud operations teams to identify and address root causes.
• Work alongside Service Desk leadership to develop and maintain detailed troubleshooting procedures and knowledge base articles as reference materials for future tickets.
• Provide guidance and training to Tier 1 support staff on Protective DNS best practices and operations.
• Assist user requests for account validation and updates to existing permission/access.
• Analyze service usage data and metrics to identify opportunities for optimization.
• Serve as a technical subject matter expert for Protective DNS and related security services.
• Assist new incoming agencies with backend onboarding into Protective DNS as part of the overall onboarding workflow.
• Contribute to the continuous improvement of support processes and documentation where needed.

Skills

DNS protocols

Web filtering

Cloud security

Automation tools

ITIL

Network monitoring

Log analysis

PowerShell

DevOps practices

Education

Bachelor’s Degree in IT/CS or related field

Tools

AWS

Azure

GCP

Job description

ASM Research, An Accenture Federal Services Company, seeks a Tier 2 Service Desk engineer to provide advanced technical support for Protective DNS. You will troubleshoot complex issues, log and resolve escalated tickets from Tier 1 within SLA, and coordinate with network, security, and cloud teams.

The role emphasizes clear documentation, knowledge base development, and guidance for Tier 1 staff, with on-site work in Montpelier, VT.