Tier 1 Service Desk Agent

Tier I Service Desk Agents serve as the initial point of contact for customers seeking technical support or information pertaining to Protective DNS via the Service Desk. This role focuses on delivering exceptional customer service by addressing basic technical issues and service requests and ensuring any assigned issues are properly logged, tracked, and resolved efficiently within SLA guidelines.

• 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.

• HS Diploma
• 1-3 years of experience in a technical support or similar service desk role.

• 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.  

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

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.

• 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.  

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.