Pico - Senior Level 1 Support Technician

• 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. Comfortable being most senior technical presence in early-stage incidents. • Experience with monitoring and observability tools. • 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. • Ability to work constructively together as part of a team, sharing ideas and resources. • Telecommunications carrier experience. • Experience in a financial industry support role preferred. • ITIL certification. • Understanding of Financial Markets (Equity, Futures, Options). • Attributes • Organized, methodical and detail oriented. • Motivated and committed to excellence. • High ownership mindset – ticket owner vs handler. • Bias towards action and resolution. • Continuous improvement mentality. • Good interpersonal skills, especially with clients. • Ability to proactively engage the required resources to ensure the client expectation is exceeded in a timely manner. • Results oriented, dedicated and ability to work on own initiative and as team player. • Attention to detail and ability to deliver to tight deadlines. • Can quickly grasp and learn new technologies. • Ability to remain calm and professional while dealing with client related issues. • Ability to clearly explain complex technological concepts to a non-technical audience. • Working Arrangements • This is an office-based position, although travel may be required from time to time, it is not expected to be regular or frequent. The role holder will be expected to work whatever hours are necessary for the performance of this role (recognizing that it involves multiple jurisdictions/geographies including but not limited to EMEA, AMRS and APAC). • The role holder will be expected to work the EMEA shift (14:00 IST to 23:30 IST) and at least 1 day on weekend per week. • IMPORTANT DATA PRIVACY INFORMATION: • This position is available with PICO TECHNOLOGY INDIA PRIVATE LIMITED. The controller of your personal data will be PICO TECHNOLOGY INDIA PRIVATE LIMITED • For further information on what personal data we collect, how we will process your personal data and your rights with respect to your personal data please read our Pico Job Candidate Privacy Notice, View Here. • Be a part of Pico Family