Senior DNS & Security Support Engineer

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

Job summary

ASM Research, An Accenture Federal Services Company seeks a Tier 2 Service Desk agent to provide advanced technical support for Protective DNS, troubleshoot escalated tickets, and ensure proper logging and timely resolution within SLA guidelines.

The role requires strong communication, customer focus, and a solid technical skillset to identify, isolate, troubleshoot, and resolve issues, including vendor coordination when needed.

Qualifications

• Bachelor’s degree or equivalent experience in IT.
• 5+ years in technical support or network/security engineering.
• U.S. citizenship and ability to pass federal background checks.

Responsibilities

• Provide advanced technical support for protective DNS issues.
• Analyze escalated tickets from Tier 1 and resolve within SLA.
• Investigate connectivity, configuration, and performance problems.
• Collaborate with network, security, and cloud teams to identify root causes.
• Develop and maintain troubleshooting procedures and knowledge base.
• Train Tier 1 staff on DNS best practices.
• Assist with onboarding agencies into Protective DNS.

Education

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

Tools

PowerShell

Python

AWS

Azure

GCP

Job description

ASM Research, An Accenture Federal Services Company seeks a Tier 2 Service Desk agent to provide advanced technical support for Protective DNS, troubleshoot escalated tickets, and ensure proper logging and timely resolution within SLA guidelines.

The role requires strong communication, customer focus, and a solid technical skillset to identify, isolate, troubleshoot, and resolve issues, including vendor coordination when needed.