Senior Level 1 Support Technician

The role

The Level 1 Support Team provides front-line support and proactive monitoring of Pico's infrastructure. This client-facing role involves performing initial triage of alerts and service requests and creating support cases for Level 2 teams.

What you will do

• Monitor and respond to incoming events, incidents, and service requests.
• Acknowledge, prioritise, and resolve client incidents and service requests within agreed OLAs.
• Record all incidents and requests within the CRM system.
• Triage incoming issues and perform initial diagnostics.
• Lead real-time incident triage across network, platform and connectivity domains.
• Provide technical direction to Level 1 peers during active incidents.
• Function as a bridge between frontline operations and Level 2/Engineering Teams.
• Interface with clients, vendors, market participants, and financial exchanges.
• Manage formal communications to clients.
• Generate statistics on issues raised, resolved, and KPIs.

Required qualifications

• 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.
• Experience with monitoring and observability tools.
• Excellent verbal and written English-language communication skills.
• Strong process discipline with a working knowledge of Salesforce or other CRM system.
• Ability to work constructively together as part of a team.

Nice to have

• Telecommunications carrier experience.
• Experience in a financial industry support role preferred.
• ITIL certification.
• Understanding of Financial Markets (Equity, Futures, Options).

About the company

Pico fuels the global capital markets community by providing market data services and customized managed infrastructure solutions. It is a global company headquartered in New York with offices in Chicago, London, Singapore, Hong Kong and Tokyo.