DNS Security Tier-2 Support Engineer

Dunhill Professional Search & Government Solutions

United States

On-site

USD 90,000 - 104,000

Full time

8 days ago

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Job summary

Dunhill Professional Search & Government Solutions is seeking an experienced Tier 2 Service Desk engineer to provide advanced support for the protective DNS security service, handling escalated tickets from Tier 1. You will work with network, security and cloud operations, document procedures, mentor Tier 1 staff, and collaborate with federal partners to ensure incidents are resolved within SLA.

US citizenship and ability to pass a background check are required.

Qualifications

Bachelor's degree or equivalent in IT, CS or related field or relevant experience.
5+ years in technical support or network/security engineering.
US Citizenship and ability to pass a federal background investigation.

Responsibilities

Provide advanced technical support for complex issues related to the DNS security service.
Analyze and troubleshoot escalated tickets from Tier 1 agents.
Investigate and resolve connectivity, configuration, and performance issues.
Collaborate with network, security, and cloud operations teams to address root causes.
Develop and maintain troubleshooting procedures and knowledge base articles.
Provide guidance and training to Tier 1 staff on best practices.
Assist with account validation and permission updates.
Analyze usage metrics to identify optimization opportunities.
Serve as a technical subject matter expert for DNS security and related services.
Assist agencies onboarding into the DNS service as part of the workflow.
Contribute to continuous improvement of support processes and documentation.