Senior Level 1 Support Technician

Pico; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

Pico is seeking a Level 1 Support Engineer in Pune, India. In this office-based position, you will be responsible for monitoring Pico’s infrastructure, performing initial diagnostics of issues, and managing client interactions to ensure high-quality support. Candidates should have a degree in Computer Science, strong knowledge of Linux/Unix systems, and excellent English communication skills. This role requires the ability to work flexible hours in a global team environment.

Qualifications

• Proficient in Linux/Unix systems including logs and networking.
• Experience in analyzing network packets and diagnosing issues.
• Strong understanding of server-side troubleshooting.

Responsibilities

• Monitor and respond to incidents in line with operational procedures.
• Acknowledge and resolve client incidents within OLAs.
• Triage incoming issues and perform initial diagnostics.

Skills

Linux/Unix systems knowledge

Network packet analysis (Wireshark, tcpdump)

TCP/IP stack understanding

Monitoring and observability tools

English-language communication skills

CRM system knowledge (Salesforce)

High pressure environment experience

Education

Third Level Degree or diploma in Computer Science or related discipline

ITIL certification

Job description

Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle. We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo.

Purpose of the role

Pico’s Level 1 Support Team provide critical front-line support across all aspects of Pico’s infrastructure. Working as a global team, the Level 1 Support team are responsible for the pro‑active monitoring of Pico’s infrastructure, performing initial triage of alerts and inbound support requests, and the creation and assignment of support cases into the Level 2 operational support teams. This is a client facing role with a high‑level of client interaction and the individual will be responsible for delivering a high quality of service and support to Pico’s clients. Besides your day‑to‑day activities, there will also be the opportunity to be involved with internal projects and initiatives.

• Continuously monitor and respond to incoming events, incidents, and service requests in line with agreed operational procedures.
• Acknowledge, prioritise, and resolve client incidents and service requests within agreed Operational Level Agreements (OLAs).
• Ensure all incidents and requests are appropriately recorded within Pico’s CRM system.
• Appropriately triage all incoming issues (network/systems/application) and perform deep initial diagnostics.
• Act as a primary technical authority within the Pico Level 1 Team and lead real‑time incident triage across network, platform and connectivity domains.
• Provide clear technical direction to Level 1 peers during active incidents.
• Function as a bridge between frontline operations and the Level 2/Engineering Teams.
• Interface with clients, vendors, market participants, and financial exchanges.
• Generate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators.
• In fulfillment of the role, work as part of a global team that provides 24x7 Level 1 Support coverage on a rotation basis.

Education, Skills and Background

• 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.
• 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.
• 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.
• 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 APAC shift (04:30 IST to 13:30 IST) and at least 1 day on weekend per week.

Pico is an equal opportunity employer. Pico does not discriminate on the basis of a candidate’s age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non‑merit factors. All employment decisions at Pico are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.