Tier 2 DNS Support Engineer

ASM Research, An Accenture Federal Services Company; Atlanta (GA); Presencial; USD 90.000 - 104.000; Jornada completa

Descripción de la vacante

ASM Research, an Accenture Federal Services company, is seeking a Tier 2 Service Desk agent to provide advanced DNS support. You will troubleshoot escalated tickets, resolve connectivity and performance issues, and collaborate with network, security, and cloud teams to identify root causes.

The role emphasizes strong communication, problem-solving, and the ability to train Tier 1 staff while maintaining SLA-driven incident handling and continuous process improvement.

Formación

• Bachelor’s Degree in Information Technology, Computer Science or related field, or equivalent experience.
• 5+ years of experience in a technical support or network/security engineering role.
• US citizens only and able to pass a federal background investigation.

Responsabilidades

• Provide advanced technical support for complex issues related to Protective DNS.
• Analyze and troubleshoot escalated 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 root causes.
• Develop and maintain detailed troubleshooting procedures and knowledge base articles.

Conocimientos

DNS protocols

Troubleshooting

Customer service

Communication

Educación

Bachelor’s Degree in IT/CS or related field

Equivalent relevant experience

Herramientas

ITIL framework

AWS

Azure

GCP

PowerShell

Descripción del empleo

ASM Research, an Accenture Federal Services company, is seeking a Tier 2 Service Desk agent to provide advanced DNS support. You will troubleshoot escalated tickets, resolve connectivity and performance issues, and collaborate with network, security, and cloud teams to identify root causes.

The role emphasizes strong communication, problem-solving, and the ability to train Tier 1 staff while maintaining SLA-driven incident handling and continuous process improvement.