Level 1 Support Technician

As a Level 1 Support Technician at Pico, you're responsible for monitoring infrastructure, handling client inquiries, triaging issues across network and systems, and ensuring timely resolutions. You'll maintain effective communication with clients and work closely with Subject Matter Experts, all while managing support cases within our CRM system.

Pico seeks candidates with at least 2 years of experience in a customer-facing support role, ideally within the financial industry. A Third Level Degree or diploma in Computer Science or a related discipline is preferred, along with a solid understanding of Linux and Windows systems and CRM tools like Salesforce.

The Level 1 Support Technician role at Pico involves shift rotation covering hours from 1530 to 0030 UK time, including weekends. While a hybrid work arrangement is available, flexibility in hours is necessary to support our clients globally across various jurisdictions.

A successful Level 1 Support Technician at Pico will excel with strong communication skills, a proactive approach to problem-solving, and teamwork. Familiarity with financial markets, process discipline, and an ITIL certification can provide an added advantage in excelling in this fast-paced environment.

At Pico, the work culture is collaborative and inclusive. Level 1 Support Technicians are encouraged to share ideas, engage in team discussions, and participate in internal projects, all while ensuring they deliver high-quality service to our clients in a supportive team environment.

This question is geared towards understanding your motivations. You could mention your passion for technology, interest in financial markets, and the ability to impact client satisfaction directly as reasons for your attraction to this role.

Highlight your communication skills and how you focus on understanding the client’s concerns to resolve issues effectively. It’s crucial to exhibit a calm demeanor and emphasize your problem-solving approach.

Discuss your familiarity with platforms like Salesforce and how you've utilized CRM systems to log issues, track client communications, and enhance service efficiency. Provide specific examples if possible.

Demonstrate your organizational skills and ability to assess urgency versus importance. Outline your approach of communicating with stakeholders and setting expectations while swiftly addressing critical issues first.

Outline your systematic approach to problem-solving: gathering information, initially assessing the issue, consulting available resources, and effectively escalating if necessary. Share a brief anecdote to illustrate your process.

Articulate your knowledge of ITIL principles, such as service management, and how these principles guide your approach to delivering consistent and reliable support, ensuring operational excellence.

Prepare a relevant example illustrating your commitment to excellent client service. Highlight how your proactive measures resulted in improved client satisfaction or quicker resolution times.

Focus on how collaboration enhances your work experience. Emphasize your appreciation for learning from peers, sharing knowledge, and working collectively toward improving service quality.

Discuss your commitment to professional development through online courses, attending webinars, or engaging with professional communities, and how staying informed has benefitted your work.

Mention skills like effective communication, problem-solving, adaptability, technical knowledge, and interpersonal skills that are essential for success in this role, especially in a client-facing position.