Level 1 Support Technician at Pico

Pico is seeking a Level 1 Support Technician to join their global team in Belfast. Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. This role is client facing role.

Responsibilities include:

• Monitoring Pico’s various monitoring and alert systems.
• Recording all issues within Pico’s CRM system.
• Providing first level problem determination/triage on all issues (network/systems/application).
• Acknowledging and resolving clients’ inquiries and issues within the prescribed Operational Level Agreement (OLA).
• Engaging the relevant Subject Matter Experts and other Service Operation personnel.
• Interfacing with clients, vendors, market participants, and financial exchanges.
• Managing formal communications to clients.
• Generating statistics on issues raised, resolved, time to resolution and other Key Performance Indicators.
• Fostering open communication between team members.

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.
• 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.

The role offers:

• Opportunity to be involved with internal projects and initiatives.
• Working as part of a global team that provides 24x7 Level 1 Support coverage on a rotation basis.