Senior Level 1 Support Technician

Responsibilities

• Continuously monitor and respond to incoming events, incidents, and service requests
• Acknowledge, prioritise, and resolve client incidents within agreed OLAs
• Record all incidents and requests within the CRM system
• Triage incoming network, systems, and application issues with deep initial diagnostics
• Act as a primary technical authority and lead real-time incident triage
• 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
• Generate statistics on issues raised, resolved, and other KPIs
• Work as part of a global team providing 24x7 coverage on a rotation basis

Requirements

• 7+ years of experience in a similar customer-facing role
• Third Level Degree or diploma in Computer Science, Engineering, or related discipline
• Strong working knowledge of Linux/Unix systems
• Experience with network packet analysis (Wireshark, tcpdump)
• Understanding of TCP/IP stack behaviour and common failure scenarios
• Familiarity with DNS, DHCP, NTP, and HTTP/S protocols
• Understanding of server-side troubleshooting (CPU, memory, disk I/O, network bottlenecks)
• Experience in high pressure, low latency, or mission critical environments
• Experience with monitoring and observability tools
• Excellent verbal and written English communication skills
• Working knowledge of Salesforce or other CRM systems
• Ability to work the APAC shift (04:30 IST to 13:30 IST) and at least one weekend day per week

Preferred Qualifications

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

About the Company

Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts, they help clients efficiently scale their business and access markets through infrastructure and connectivity.