Protective DNS Support Engineer

ASM Research, An Accenture Federal Services Company; Dover (DE); On-site; USD 54,000 - 88,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a ServiceNow Administrator to provide first-line support for the Protective DNS service. The role involves diagnosing basic configuration issues, logging and tracking requests, and ensuring SLA-compliant resolutions.

Key tasks include initial troubleshooting, ticket management in ServiceNow, and escalation of complex cases. The candidate should have 2–5 years of relevant experience and a solid foundation in DNS and network security

Qualifications

• 2–5 years of experience in a technical support, system administration, or service desk role.
• Hands-on experience administering and configuring customer networks.
• Strong working knowledge of network security technologies and concepts.
• Familiarity with DNS protocols, web filtering, and cloud-based security services.
• Strong technical documentation skills, with the ability to track issues through resolution.
• Experience using ticketing and remote support tools.
• Clear, effective communication skills for coordinating with end-users and technical teams.

Responsibilities

• Administer first-line technical support for customers and end-users of the Protective DNS service.
• Log, categorize, and track incoming support requests via phone, email, and ServiceNow.
• Perform initial troubleshooting on Protective DNS configuration and connectivity issues.
• Escalate complex issues to higher-level support staff as needed.
• Monitor and manage assigned tickets in ServiceNow, ensuring SLAs are met.
• Review and apply technical documentation; contribute to knowledgebase for faster resolution.
• Monitor Protective DNS system health and coordinate with operations during disruptions.
• Contribute to process improvements and admin procedures.

Skills

Technical support

ServiceNow

DNS concepts

Documentation

Ticketing tools

Education

CompTIA Network+

ITIL Certification

Tools

ServiceNow

DNS

Job description

ASM Research, An Accenture Federal Services Company, is seeking a ServiceNow Administrator to provide first-line support for the Protective DNS service. The role involves diagnosing basic configuration issues, logging and tracking requests, and ensuring SLA-compliant resolutions.

Key tasks include initial troubleshooting, ticket management in ServiceNow, and escalation of complex cases. The candidate should have 2–5 years of relevant experience and a solid foundation in DNS and network security