Senior DNS & Security Support Engineer

ASM Research, An Accenture Federal Services Company; City of Albany (NY); In loco; USD 90.000 - 104.000; Tempo pieno

Descrizione del lavoro

ASM Research, An Accenture Federal Services Company, seeks Tier 2 Service Desk agents to provide advanced Protective DNS support, troubleshoot escalated tickets, and collaborate with network, security, and cloud teams to resolve issues within SLA. You will guide Tier 1, assist agencies onboarding, and help improve knowledge bases and processes.

Required are a IT/CS degree or equivalent experience, 5+ years in technical support or security roles, and US citizenship with the ability to pass a

Competenze

• Bachelor’s Degree in IT, Computer Science or a related field or equivalent relevant experience.
• 5+ years of experience in a technical support or network/security engineering role.
• Candidates must be US citizens (no dual citizenship) and be able to pass a federal background investigation.

Mansioni

• 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.

Conoscenze

DNS protocols

Web filtering

Cloud security

Network architecture

DevOps practices

ITIL/ITSM

Scripting: PowerShell/Python

Log analysis

Network monitoring

Formazione

Bachelor’s Degree in IT/CS or related field

Equivalent relevant experience

Strumenti

AWS

Azure

GCP

Descrizione del lavoro

ASM Research, An Accenture Federal Services Company, seeks Tier 2 Service Desk agents to provide advanced Protective DNS support, troubleshoot escalated tickets, and collaborate with network, security, and cloud teams to resolve issues within SLA. You will guide Tier 1, assist agencies onboarding, and help improve knowledge bases and processes.

Required are a IT/CS degree or equivalent experience, 5+ years in technical support or security roles, and US citizenship with the ability to pass a