Senior DNS & Security Support Engineer (Tier 2)

ASM Research, An Accenture Federal Services Company; Santa Fe (NM); 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. You will analyze escalated tickets, troubleshoot connectivity and performance issues, and collaborate with network, security, and cloud operations to identify root causes.

You will develop and maintain troubleshooting procedures, train Tier 1 staff, assist with user account validations, and onboard new agencies into Protective DNS as part of the

Qualifications

• Bachelor’s degree or equivalent experience in IT or related field.
• 5+ years in technical support or network/security engineering.
• US citizens only and able to pass federal background investigation.

Responsibilities

• Provide advanced technical support for complex DNS issues.
• Analyze and troubleshoot escalated Tier 1 tickets.
• Investigate and resolve connectivity, configuration, and performance issues with Protective DNS.
• Collaborate with network, security, and cloud operations teams.
• Maintain and develop troubleshooting procedures and knowledge base articles.
• Train Tier 1 staff on Protective DNS best practices.
• Assist user requests for account validation and permission updates.
• Analyze service 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

Cloud platforms

ITIL

Scripting

Network security

Customer support

Education

Bachelor's degree in IT or related

Tools

PowerShell

Python

Bash

Job description

ASM Research, An Accenture Federal Services Company seeks a Tier 2 Service Desk agent to provide advanced technical support for Protective DNS. You will analyze escalated tickets, troubleshoot connectivity and performance issues, and collaborate with network, security, and cloud operations to identify root causes.

You will develop and maintain troubleshooting procedures, train Tier 1 staff, assist with user account validations, and onboard new agencies into Protective DNS as part of the