Description
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
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