At a Glance
- Tasks: Provide top-notch technical support and solve complex issues for our global clients.
- Company: Join Pico, a leading tech company in the financial markets sector.
- Benefits: Enjoy hybrid work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with excellent career advancement opportunities in a collaborative environment.
- Why this job: Make a real impact by helping clients navigate cutting-edge technology in finance.
- Qualifications: 3+ years in Level 2 support, strong Linux and networking knowledge required.
The predicted salary is between 37800 - 46200 £ per year.
Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts at the centre 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.
The Technical Support Engineer serves as a champion for Pico's customers. In pursuit of that goal, the Technical Support Engineer will partner with our customers to place emphasis on issue prevention rather than resolution. The Technical Support Engineer handles direct technical customer inquiries, performs complex root cause analysis duties and maintains customer satisfaction from a technical and professional level. This is a very dynamic and technically challenging role where you will be providing escalation support, interfacing with engineering on deep product issues, contributing to ongoing projects revolving around support tools, knowledge management, self-service initiatives and more. The successful applicant will have 3+ years' experience providing Level 2 technical support for enterprise products in mission critical environments to a global customer base. Suitable applicants must be available to provide on-call support on a scheduled basis.
Requirements
- Working knowledge of Linux systems, network configuration, and general troubleshooting
- Demonstrable ability to isolate problems between hardware and software and to provide relevant information to the development teams
- Proven working knowledge of TCP/IP fundamentals
- Strong process discipline with a working knowledge of Salesforce or other CRM system
- Third Level Degree in Computer Science, Computer Engineering or a related discipline or equivalent experience
- Excellent verbal and written English-language communication skills to effectively manage the customer relationship
- Ability to work constructively together as part of a team, sharing ideas and resources
Desirable Skills
- Hands-on experience of network switches, routers, aggregation taps, Linux servers, etc.
- Experience working with financial (FIX, etc.) and enterprise (VoIP, etc.) protocols
- Cisco CCNA certification
- Experience supporting applications deployed in cloud environments (AWS, Azure)
- UNIX scripting languages including Bash, Python, awk, Perl
Attributes
- Motivated and committed to excellence
- Organized, methodical, and detail oriented
- Good interpersonal skills, especially with customers
- Can quickly grasp and learn new technologies
- Ability to clearly explain complex technological concepts to a non-technical audience
- Ability to remain calm and professional while dealing with customer related issues
- Ability to proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner
Working Arrangements
This is a Hybrid position with weekly time in the office with the flexibility of working from home. Though 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 (recognising that it involves multiple jurisdictions/geographies including but not limited to EMEA, USA and APAC).
IMPORTANT DATA PRIVACY INFORMATION: This position is available with PICO GLOBAL LTD. The controller of your personal data will be PICO GLOBAL LTD. 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.
Be a part of Pico Family
Pico is an equal opportunity employer. Pico does not discriminate on the basis of a candidate's age, race, gender, colour, 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.
Level 2 Technical Support - Corvil employer: Pico
Pico is an exceptional employer that fosters a dynamic and inclusive work culture, offering employees the opportunity to lead in a fast-paced, innovative Fintech environment. With a strong focus on professional development, team collaboration, and operational excellence, employees are empowered to grow their skills while contributing to mission-critical projects that shape the future of global capital markets. Located in vibrant cities like London, Pico provides a hybrid working model that balances office engagement with the flexibility of remote work, ensuring a supportive atmosphere for all team members.
StudySmarter Expert Advice🤫
We think this is how you could land Level 2 Technical Support - Corvil
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pico. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pico before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Level 2 Technical Support - Corvil
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pico:Your cover letter is your chance to shine! Tell us why you want to work at Pico specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pico!
How to prepare for a job interview at Pico
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
