Senior DNS & Security IT Support Engineer (Tier 2)

ASM Research, An Accenture Federal Services Company; Lincoln (NE); 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, handling escalations from Tier 1 and ensuring tickets are logged and resolved within SLA. You will collaborate with network, security, and cloud operations teams to identify root causes and improve procedures.

The role requires a strong IT background, US citizenship, and the ability to mentor Tier 1 staff while analyzing usage data for optimization

Qualifications

• Bachelor’s Degree in IT, CS or related field, or equivalent experience.
• 5+ years in technical support or network/security engineering.
• US citizen and able to pass a federal background check.

Responsibilities

• Provide advanced technical support for complex issues related to Protective DNS.
• Analyze and troubleshoot escalated tickets from Tier 1.
• Investigate and resolve connectivity, configuration, and performance issues.
• Collaborate with network, security, and cloud operations teams to identify root causes.
• Develop and maintain detailed troubleshooting procedures and knowledge base articles.
• Provide guidance and training to Tier 1 staff on best practices.
• Assist user requests for account validation and permission updates.
• Analyze service usage data to identify optimization opportunities.
• Serve as a technical SME for Protective DNS and related security services.
• Assist new agencies with backend onboarding into Protective DNS.
• Contribute to continuous improvement of support processes and documentation.

Skills

5+ years experience

DNS knowledge

Cloud security

Network monitoring

ITIL/ITSM

Log analysis

Automation tools

DevOps practices

Customer networks

Documentation skills

Security concepts

Education

Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience

Tools

PowerShell

Python

Bash

Job description

ASM Research, an Accenture Federal Services company, is seeking Tier 2 Service Desk agents to provide advanced technical support for Protective DNS, handling escalations from Tier 1 and ensuring tickets are logged and resolved within SLA. You will collaborate with network, security, and cloud operations teams to identify root causes and improve procedures.

The role requires a strong IT background, US citizenship, and the ability to mentor Tier 1 staff while analyzing usage data for optimization