Senior DNS & Security Support Engineer (Tier 2)

ASM Research, An Accenture Federal Services Company

Salem (OR)

On-site

USD 90,000 - 104,000

Full time

2 days ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

ASM Research, an Accenture Federal Services company, is seeking a Tier 2 Service Desk agent to provide advanced technical support for Protective DNS, manage escalated tickets, and collaborate with network, security, and cloud teams to resolve issues. The role emphasizes strong communication and leadership to guide Tier 1 staff, document procedures, and improve service delivery.

The position requires a Bachelor’s degree in IT/CS or equivalent experience and 5+ years in technical support or

Qualifications

Bachelor’s Degree in Information Technology, Computer Science or related field, or equivalent experience.
5+ years of experience in technical support, network, or security engineering roles.
Extensive knowledge of DNS protocols, web filtering, and cloud-based security technologies.
Hands-on experience interfacing with customer networks and configurations.
Strong understanding of network architecture, routing, and security concepts.
Proficiency in troubleshooting complex network and security-related issues.
Experience with IT service management frameworks (ITIL) and support processes.

Responsibilities

Provide advanced technical support for complex issues related to Protective DNS.
Analyze and troubleshoot escalated tickets from Tier 1.
Investigate and resolve 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.
Provide guidance and training to Tier 1 staff on best practices.