Pico is hiring a
Level 1 Support Technician, United Kingdom

Summary

The job is for a Level 1 Support Team member at Pico, a global financial industry expert. The role involves proactive monitoring of infrastructure, client interaction, and more. Ideal candidate should have 2+ years of experience in a similar customer-facing role, a third-level degree or diploma in Computer Science or related discipline, and excellent English communication skills.

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

Responsibilities

• 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
• 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
• Work as part of a global team that provides 24x7 Level 1 Support coverage on a rotation basis

Preferred Qualifications

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

Benefits

Hybrid-based position (With at least 3-4 days a week in the office)