Senior Level 1 Support Technician

Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions.  As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle.  We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo.

Purpose   of   the role  

Pico’s Level 1 Support Team  provide critical front-line support across all aspects of Pico’s infrastructure. Working as a global team, the Level 1 Support team  are responsible for the  pro-active monitoring of Pico’s infrastructure, performing initial triage of alerts and inbound support requests, and the creation and assignment of support cases into the Level 2 operational support teams. This is a  client facing role with a high-level of client  interaction and the individual will  be responsible for delivering a high quality of service and support to Pico’s clients. Besides your day-to-day activities, there will also be the opportunity to be involved with internal projects and initiatives.  

Responsibilities and duties (include but not limited to) 

• Continuously  monitor and respond to incoming events, incidents, and service requests in line with agreed operational procedures.  

• Acknowledge,  prioritise , and resolve client incidents and service requests within agreed Operational Level Agreements (OLAs).  

• Ensure all incidents and requests are appropriately  recorded   within   Pico’s   CRM   system.  

• Appropriately triage all incoming issues (network/systems/application) and perform deep  initial diagnostics.  

• Act as a primary technical authority within the Pico Level 1 Team and lead real-time incident triage across network,  platform and connectivity domains.  

• Provide clear technical direction to Level 1 peers during active incidents.  

• Function as a bridge between frontline operations and the Level 2/Engineering Teams.  

• Interface   with   clients,   vendors,   market   participants,   and   financial   exchanges.  

• Manage   formal   communications   to   clients.  

• Generate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators.  

• In fulfillment of the role, work as part of a global team that provides 24x7  Level 1  Support   coverage   on   a   rotation   basis.  

Education, Skills and Background (incl. Education and Experience Requirements) 

• 7+  years   of   experience   in   a   similar   customer -facing   role.  

• Third   Level   Degree   or   diploma   in   Computer   Science,   Computer   Engineering   or   a   related   discipline.  

• Strong working knowledge of Linux/Unix systems (processes, logs, networking stack, basic shell usage) .  

• Experience with network packet analysis ( e.g. Wireshark,  tcpdump ) to diagnose connectivity and performance issues .  

• Understanding of TCP/IP stack  behaviour and common failure scenarios (latency, packet loss, retransmissions) .  

• Familiarity with DNS, DHCP, NTP, and protocols and how they fail in real-world environments .  

• An understanding of server-side troubleshooting (CPU, memory, disk I/O, network bottlenecks).  

• Experience in operating in high pressure, low  latency or mission critical environments is  required . Comfortable being  most senior technical presence in early-stage incidents .  

• Experience with monitoring and observability tools .  

• Excellent   verbal   and   written   English-language   communication   skills   to   effectively   manage   the   customer   relationship.  

• Strong   process   discipline   with   a   working   knowledge   of   Salesforce   or   other   CRM  system .  

• Ability   to   work   constructively   together as   part   of   a   team,   sharing   ideas   and   resources .  

Desirable Skills  

• Telecommunications carrier experience.  

• Experience   in   a   financial   industry   support   role   preferred.  

• ITIL   certification.  

• Understanding   of   Financial   Markets  (Equity,   Futures,   Options).  

Attributes  

• Organized,  methodical and detail oriented.  

• Motivated and committed to excellence.  

• High ownership mindset – ticket owner vs handler.  

• Bias towards action and resolution.  

• Continuous improvement mentality.  

• Good   interpersonal   skills,   especially   with   clients.  

• Ability   to   proactively   engage   the   required   resources   to   ensure   the   client   expectation   is   exceeded   in   a   timely   manner .  

• Results oriented, dedicated and ability to work on  own initiative and as  team player .  

• Attention to detail and ability to deliver to tight deadlines.  

• Can   quickly   grasp   and   learn   new   technologies .  

• Ability   to   remain calm   and professional   while   dealing   with   client related issues.  

• Ability   to   clearly   explain   complex   technological   concepts   to   a   non-technical audience.  

Working Arrangements

This is an office-based position, although travel may be  required from time to  time, it is not   expected   to   be regular   or frequent.   The role  holder will  be expected to  work  whatever hours are necessary for  the  performance of  this role (recognizing  that  it  involves  multiple  jurisdictions /geographies  including but   not  limited  to  EMEA,  AMRS and  APAC).  

The   role   holder   will   be   expected   to work  the  APAC shift (04:30 IST to 13:30 IST)and  at least 1 day on  weekend per week.  

IMPORTANT DATA PRIVACY INFORMATION: 

This position is available with PICO TECHNOLOGY INDIA PRIVATE  LIMITED. The controller of your personal data will be PICO TECHNOLOGY INDIA PRIVATE LIMITED  

For further information on what personal data we collect, how we will process your personal data and your rights with respect to your personal data please read our Pico Job Candidate Privacy Notice, View Here .

Be a part of Pico Family

Pico is an equal opportunity employer. Pico does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at Pico are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.