Senior DNS & Security Support Engineer

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

Job summary

ASM Research, an Accenture Federal Services Company, seeks Tier 2 Service Desk agents in Boise, Idaho to provide high-level technical support for Protective DNS and to escalate complex issues as needed. You will work with Tier 1 and Tier 3 teams, documenting troubleshooting steps and improving knowledge bases.

Candidates should have 5+ years in technical support or network/security roles, strong DNS/networking knowledge, and familiarity with ITIL processes.

Qualifications

• Bachelor’s degree or equivalent in IT, CS or related field.
• 5+ years of technical support, network or security engineering experience.

Responsibilities

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

Skills

DNS protocols

Web filtering

Cloud platforms (AWS/Azure/GCP)

ITIL

Automation practices

Networking concepts

Scripting basics

Education

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

Tools

PowerShell

Python

Bash

Job description

ASM Research, an Accenture Federal Services Company, seeks Tier 2 Service Desk agents in Boise, Idaho to provide high-level technical support for Protective DNS and to escalate complex issues as needed. You will work with Tier 1 and Tier 3 teams, documenting troubleshooting steps and improving knowledge bases.

Candidates should have 5+ years in technical support or network/security roles, strong DNS/networking knowledge, and familiarity with ITIL processes.