Tier 1 Service Desk Agent

ASM Research • Remote,

11h

About The Position

Tier I Service Desk Agents are the initial point of contact for customers seeking technical support or information about the Protective DNS security service. The role delivers customer service by addressing basic technical issues and service requests and ensuring assigned issues are logged, tracked, and resolved efficiently within SLA guidelines. Agents provide first-line support, troubleshoot common issues, escalate complex issues, monitor ticket updates and system health, and contribute to technical documentation and continuous improvement of support processes.

Requirements

• High school diploma.
• 1–3 years of experience in a technical support or similar service desk role.
• Strong working knowledge of network security technologies and concepts.
• Familiarity with DNS protocols, web filtering, and cloud-based security services.
• Excellent communication and customer service skills.
• Ability to document support interactions effectively and track issues through resolution.
• Experience using ticketing and/or remote support tools.
• Willingness to learn new technologies and expand technical expertise.
• Flexibility and adaptability to changing priorities and requirements.

Nice To Haves

• Prior experience supporting similar cloud-based security solutions.
• Certifications in applicable network administration, security, or technical support categories.
• Familiarity with IT service management frameworks such as ITIL and ticketing systems such as ServiceNow.

Responsibilities

• Provide first-line support for customers and end-users of the Protective DNS security service.
• Respond to incoming support requests via phone, email, and ServiceNow messages.
• Troubleshoot and resolve common issues related to Protective DNS configuration, connectivity, and functionality.
• Escalate complex or unresolved issues to higher-level support staff as needed.
• Actively monitor updates to new and preexisting tickets assigned to the agent in ServiceNow.
• Review and use technical documentation for Protective DNS features, capabilities, and troubleshooting procedures, and help build and maintain a knowledgebase to streamline future ticket resolution.
• Monitor Protective DNS system health and alerts through ticket intake, and coordinate with operations teams when a service disruption occurs.
• Contribute to the continuous improvement of support processes and documentation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED