IT Admin - Service Desk

ASM Research•Remote,

About The Position

Tier 2 Service Desk agents are responsible for providing technical support to the users of Protective DNS during scenarios wherein Tier 1 support is not enough to resolve the ticket. The role entails troubleshooting customer issues and ensuring incidents and service requests escalated from Tier 1 to Tier 2 are properly logged, tracked, and resolved efficiently within SLA guidelines. This role requires strong communication skills and customer focused mindset alongside an equally strong technical skillset to support in identification, isolation, troubleshooting, and resolution of reported issues, including occasionally engaging with 3rd party vendors where applicable to facilitate ticket resolution. Tier 2 serves as an integral part of customer service and engagement as well as an escalation point for Tier 1. Tier 2 will in turn escalate to Tier 3 and leadership to resolve complex or high-priority issues as necessary.

Requirements

Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience.
5+ years of experience in a technical support or network/security engineering role.
Extensive knowledge of DNS protocols, web filtering, and cloud-based security technologies.
Hands-on experience with interfacing with customer networks and configurations.
Strong understanding of network architecture, routing, and security concepts.
Proficiency in troubleshooting complex network and security-related issues.
Excellent analytical and problem-solving skills to identify and resolve root causes.
Ability to effectively document and communicate technical information to various stakeholders both internal to AFS and with federal partners.
Experience with IT service management frameworks (e.g., ITIL) and support processes.
Hands-on experience with network monitoring, log analysis, and automation tools.
Familiarity with cloud platforms (e.g., AWS, Azure, GCP) and DevOps practices.

Nice To Haves

Prior experience supporting similar cloud-based security solutions.
Industry certifications in network administration, security, or cloud technologies.
Exposure to scripting and automation (e.g., PowerShell, Python, Bash).
Understanding of web application security, threat detection, and incident response.
Strong project management and collaboration skills.

Responsibilities

Provide advanced technical support for complex technical issues related to Protective DNS.
Analyze and troubleshoot escalated support 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 and address root causes.
Work alongside Service Desk leadership to develop and maintain detailed troubleshooting procedures and knowledge base articles as reference materials for future tickets.
Provide guidance and training to Tier 1 support staff on Protective DNS best practices and operations.
Assist user requests for account validation and updates to existing permission/access.
Analyze service usage data and metrics to identify opportunities for optimization.
Serve as a technical subject matter expert for Protective DNS and related security services.
Assist new incoming agencies with backend onboarding into Protective DNS as part of the overall onboarding workflow.
Contribute to the continuous improvement of support processes and documentation where needed.