- Fairfax, Virginia, United States
- 1–3 years
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.
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 for updates to new and preexisting tickets assigned to the agent in ServiceNow
Requirements
- HS Diploma
- Nice to have: prior experience supporting similar cloud‑based security solutions
- Nice to have: certifications in applicable network administration, security, or technical support categories