Senior DNS & Security Support Engineer

ASM Research, An Accenture Federal Services Company; Trenton (NJ); 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 and to handle escalations from Tier 1, ensuring incidents are logged and resolved within SLA.

You will troubleshoot complex DNS issues, collaborate with network, security, and cloud teams, and contribute to knowledge base and procedures to improve support efficiency.

Qualifications

• Bachelor’s Degree or equivalent relevant experience.
• 5+ years in technical support or network/security engineering.
• US citizenship required and able to pass a federal background check.

Responsibilities

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

Skills

DNS protocols

Web filtering

Cloud security technologies

Network troubleshooting

Documentation and communication

ITIL familiarity

Network monitoring and log analysis

Automation tools

DevOps practices

Education

Bachelor’s Degree in Information Technology or related field

Tools

AWS

Azure

GCP

PowerShell

Python

Bash

Job description

ASM Research, An Accenture Federal Services Company, seeks Tier 2 Service Desk agents to provide advanced technical support for Protective DNS and to handle escalations from Tier 1, ensuring incidents are logged and resolved within SLA.

You will troubleshoot complex DNS issues, collaborate with network, security, and cloud teams, and contribute to knowledge base and procedures to improve support efficiency.