DNS & Security Support Engineer (Tier 2)

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

Job summary

ASM Research, an Accenture Federal Services company, is seeking Tier 2 Service Desk agents to provide advanced technical support for Protective DNS. You will troubleshoot escalated tickets, analyze performance issues, and collaborate with network, security, and cloud operations teams to identify root causes and improve procedures.

The role requires strong communication, customer focus, and a solid technical skillset to resolve issues and guide Tier 1 staff.

Qualifications

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

Responsibilities

• Provide advanced technical support for complex issues related to Protective DNS.
• Analyze and troubleshoot escalated tickets from Tier 1.
• Investigate connectivity, configuration, and performance issues with Protective DNS.
• Collaborate with network, security, and cloud teams to identify root causes.
• Develop and maintain troubleshooting procedures and knowledge base articles.

Skills

DNS protocols

Network troubleshooting

Cloud platforms

Customer service

Documentation

Scripting basics

Education

Bachelor’s Degree in IT/CS

Job description

ASM Research, an Accenture Federal Services company, is seeking Tier 2 Service Desk agents to provide advanced technical support for Protective DNS. You will troubleshoot escalated tickets, analyze performance issues, and collaborate with network, security, and cloud operations teams to identify root causes and improve procedures.

The role requires strong communication, customer focus, and a solid technical skillset to resolve issues and guide Tier 1 staff.