Level 1 Support Technician

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 HTTP/S 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 AMRS shift (20:00 IST to 05:00 IST). 
The standard working pattern will be Thursday to Monday inclusive, with Tuesday and Wednesday as scheduled rest days.

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.