Senior Level 1 Support Technician

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.

About Pico

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.

Responsibilities

of

• 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.
• Besides your day-to-day activities, there will also be the opportunity to be involved with internal projects and initiatives.
• (include but not limited to)

Continuously

• 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).
• all incidents and requests are appropriately recorded
• within

Pico’s

• 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
• vendors,

market

• participants,
• exchanges.

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
• rotation
• basis.
• similar
• customer-facing
• role.
• Third
• Level
• Degree
• or
• or
• behaviour
• to
• the
• customer

Requirements

• 7
• years
• of

diploma

• Science,
• 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

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
• verbal
• effectively

and

written