Tier I Service Desk Agent

Responsibilities include logging and categorizing tickets received via email and phone, performing initial troubleshooting and problem identification, and escalating more complex or unresolved issues to Tier II/Service Desk Leadership as needed. This role requires excellent communication skills, a customer-focused mindset, and the ability to work collaboratively within a team environment. Tier I plays a critical role in ensuring timely resolution of customer issues and maintaining customer satisfaction while serving as the front line for technical support and service delivery., * 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 for updates to new and preexisting tickets assigned to the agent in ServiceNow
• Assist in regularly reviewing and utilizing technical documentation for Protective DNS features, capabilities, and troubleshooting procedures in order to build and maintain a comprehensive knowledgebase for use in streamlining future ticket resolution
• Monitor Protective DNS system health and alerts via ticket intake, and coordinate with operations teams as necessary in the event of a service disruption.
• Contribute to the continuous improvement of support processes and documentation, Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM’s overall compensation and benefits package for employees.

• 2-5 years of experience in a technical support or similar service desk role
• Hands-on experience with customer networks and configuration
• Strong working knowledge of network security technologies and concepts
• Familiarity with concepts regarding DNS protocols, web filtering, and cloud-based security services
• Excellent communication and customer service skills
• Ability to effectively document support interactions and track issues to resolution
• Experience using ticketing and/or remote support tools
• Willingness to learn new technologies and expand technical expertise
• Flexible and adaptable to changing priorities and requirements, * Prior experience supporting similar cloud-based security solutions
• Certifications in applicable network administration, security, or technical support categories
• Familiarity with IT service management frameworks (e.g., ITIL) as well as ticketing systems such as ServiceNow, The physical requirements described in “Knowledge, Skills and Abilities” above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, “light office duties’ or “lifting up to 50 pounds” or “some travel” required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.