Level 1 Support Technician

August 7

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Pico

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The leading provider of technology services for the financial markets community.

Infrastructure • Global Connectivity • Market Data • Cloud Services • Analytics

201 - 500

Description

• Pico’s Level 1 Support Team provide critical front-line support across all aspects of Pico’s infrastructure. • 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.

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.