Senior DNS & Security Support Engineer

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks Tier 2 Service Desk agents to provide advanced technical support for Protective DNS. You will troubleshoot escalated tickets, resolve connectivity and configuration issues, and collaborate with network, security, and cloud teams to identify root causes.

Responsibilities include developing procedures, mentoring Tier 1 staff, validating user accounts, and analyzing usage data for optimization.

Qualifications

• Bachelor’s Degree or equivalent relevant experience.
• 5+ years in a technical support or network/security engineering role.
• Extensive knowledge of DNS protocols, web filtering, and cloud-based security technologies.

Responsibilities

• Provide advanced technical support for complex technical issues related to Protective DNS.
• Analyze and troubleshoot escalated support tickets from Tier 1 agents.
• Investigate and resolve connectivity, configuration, and performance issues with Protective DNS.
• Collaborate with network, security, and cloud operations teams to identify and address root causes.
• Work alongside Service Desk leadership to develop and maintain detailed troubleshooting procedures and knowledge base articles as reference materials for future tickets.
• Provide guidance and training to Tier 1 support staff on Protective DNS best practices and operations.
• Assist user requests for account validation and updates to existing permission/access.
• Analyze service usage data and metrics to identify opportunities for optimization.
• Serve as a technical subject matter expert for Protective DNS and related security services.
• Assist new incoming agencies with backend onboarding into Protective DNS as part of the overall onboarding workflow.
• Contribute to the continuous improvement of support processes and documentation where needed.

Skills

Communication skills

Customer-focused mindset

Analytical thinking

Networking concepts

Problem-solving

Education

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

Tools

PowerShell

Python

Bash

AWS

Azure

GCP

ITIL

Job description

ASM Research, An Accenture Federal Services Company, seeks Tier 2 Service Desk agents to provide advanced technical support for Protective DNS. You will troubleshoot escalated tickets, resolve connectivity and configuration issues, and collaborate with network, security, and cloud teams to identify root causes.

Responsibilities include developing procedures, mentoring Tier 1 staff, validating user accounts, and analyzing usage data for optimization.