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 client. Besides your day-to-day activities, there will also be the opportunity to be involved with internal projects and initiatives. The ideal candidate will have a demonstrated interest in Technology and Finance.

Responsibilities and duties (include but not limited to)

• Monitor Pico’s various monitoring and alert systems, monitor the Service Operation’s email and respond to the Service Operation hotline.
• Record all issues within Pico’s CRM system.
• Provide first level problem determination/triage on all issues (network/systems/application).
• Acknowledge and resolve clients’ inquiries and issues within the prescribed Operational Level Agreement (OLA).
• Engage the relevant Subject Matter Experts and other Service Operation personnel so they see the issue through to successful resolution within the agreed SLA escalation matrix.
• 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.
• Foster open communication between team members, peer team members, and managers to bring forward ideas on how they can collectively deliver more effective service.
• 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)

• 2+ years of experience in a similar customer facing role preferred.
• Third Level Degree or diploma in Computer Science, Computer Engineering or a related discipline.
• Experience in a financial industry support role preferred.
• 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 preferred
• Working knowledge of Linux & Windows systems, network configuration, and general troubleshooting.
• Ability to work constructively together as part of a team, sharing ideas and resource.

Desirable Skills

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

Attributes

• Motivated and committed to excellence.
• Organized, methodical, and detail oriented.
• 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 (Build into Template) 

This is an Hybrid-based position (With at least 3-4 days a week in the office, 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 participate in a shift rotation, covering the hours of 1530 – 0030 UK time. Monday to Sunday (working at least 1 day on weekend per week)
As this role is primarily for Americas’ coverage the shift will mostly be as above. But with team expansion a shift rotation will occur across all hours of operation for EMEA and AMRS – 0730 – 0030hrs. 

IMPORTANT DATA PRIVACY INFORMATION:

This position is available with PICO GLOBAL LTD. The controller of your personal data will be PICO GLOBAL LTD.

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.