DNS & Security Support Engineer (Tier 2)

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

Job summary

ASM Research is seeking a Tier 2 Service Desk agent to provide advanced technical support for Protective DNS. You will troubleshoot escalated tickets, resolve complex connectivity and configuration issues, and collaborate with network, security, and cloud teams.

The role requires strong communication and a customer-focused mindset. Candidates should have 5+ years in technical support or network/security engineering, a Bachelor's degree or equivalent experience, and US citizenship with the

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years in a technical support or network/security role.
• US citizenship and ability to pass a federal background investigation.
• Extensive knowledge of DNS, security, and cloud technologies.

Responsibilities

• Provide advanced technical support for complex DNS issues.
• Analyze and troubleshoot escalated Tier 1 tickets.
• Resolve connectivity, configuration, and performance problems.
• Collaborate with network, security, and cloud teams to identify root causes.
• Develop and maintain troubleshooting procedures and knowledge base articles.
• Train Tier 1 staff on DNS best practices and operations.
• Assist with account validation and access updates.
• Analyze service usage data to identify optimization opportunities.
• Serve as SME for Protective DNS and related security services.
• Assist onboarding of new agencies into Protective DNS.
• Contribute to ongoing process and documentation improvements.

Skills

Strong communication skills

Customer-focused mindset

US citizenship

Background check readiness

Education

Bachelor’s Degree in Information Technology, Computer Science or related field

Tools

DNS protocols

Web filtering

Cloud platforms

ITIL frameworks

PowerShell

Python

Bash

Automation tools

Network monitoring

Log analysis

Job description

ASM Research is seeking a Tier 2 Service Desk agent to provide advanced technical support for Protective DNS. You will troubleshoot escalated tickets, resolve complex connectivity and configuration issues, and collaborate with network, security, and cloud teams.

The role requires strong communication and a customer-focused mindset. Candidates should have 5+ years in technical support or network/security engineering, a Bachelor's degree or equivalent experience, and US citizenship with the