DNS Security Support Engineer – Tier 2

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Tier 2 Service Desk agent to provide advanced DNS technical support and resolve escalated issues within SLA guidelines.

Responsibilities include troubleshooting, coordinating with security and cloud operations, and updating knowledge base for future incidents. Candidates need a strong IT background and customer-focused mindset.

Qualifications

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

Responsibilities

• Provide advanced technical support for complex technical 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.
• Develop and maintain detailed troubleshooting procedures and knowledge base articles 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 permissions/access.
• Analyze service usage data to identify optimization opportunities.
• 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 onboarding workflow.
• Contribute to continuous improvement of support processes and documentation.

Skills

DNS protocols

Troubleshooting

Customer support

Network security

Cloud platforms

Education

Bachelor’s degree in IT or related field

Tools

ITIL

PowerShell

Python

AWS

Job description

ASM Research, An Accenture Federal Services Company, seeks a Tier 2 Service Desk agent to provide advanced DNS technical support and resolve escalated issues within SLA guidelines.

Responsibilities include troubleshooting, coordinating with security and cloud operations, and updating knowledge base for future incidents. Candidates need a strong IT background and customer-focused mindset.