Liam Nichols

Onboarding and Offboarding Staff:

• Deliver comprehensive IT inductions to new staff members, ensuring they are equipped with the necessary tools and knowledge.
• Oversee onboarding and offboarding processes to maintain operational efficiency and security.
• Contribute to achieving departmental service objectives and team performance goals.

Support Responsibilities:

• Provide responsive 1st and 2nd line IT support on a global scale, with a primary focus on the UK and EMEA regions.
• Prioritise rapid issue resolution while managing user expectations effectively.
• Process software and hardware requests with accuracy and efficiency.
• Mentor junior staff to enhance team capability and reduce ticket resolution times.

Administrative and Technical Tasks:

• Monitor, administer, and troubleshoot Azure and Active Directory environments.
• Set up new office locations and decommission existing ones with minimal disruption.
• Liaise with third-party vendors to ensure timely and effective solutions.
• Create and maintain detailed documentation in Confluence for operational transparency.
• Actively participate in Major Incident Management to minimise service downtime.

Technical Expertise:

• Provide support for cloud based productivity tools such as Google Suite, Slack, Zoom, Asana, and Adobe Creative Cloud.
• Stream and record regional and global meetings, ensuring high-quality delivery.
• Offer advanced AV support, including configuration of meeting room technology like Google Meet and Logitech tablets through AppSpace.
• Enrol and manage devices, including Windows, Apple, and NUC systems, in line with organisational standards.
• Demonstrate expertise in mobile device management (MDM) suites, such as Jamf and Intune.
• Provide comprehensive support for both Mac and Windows platforms.

Networking and Portfolio Development:

• Collaborate with network engineers on critical projects to improve network reliability and performance.
• Assist in building and configuring server racks, ensuring adherence to organisational requirements.
• Troubleshoot and resolve network-related tickets to maintain connectivity and uptime.
• Pursuing CCNA certification under the guidance of a senior network engineer to enhance networking expertise.

Second line Support:

• Provide comprehensive assistance to members on the Service Desk, ensuring swift and effective issue resolution.

Microsoft Azure Administration:

• Manage user reauthentication, reprovisioning, credential resets, and BitLocker unlocks to maintain secure and seamless access.

ITILV4 Knowledge:

• Apply strong knowledge of ITIL processes to ensure alignment with ITIL principles in an ITIL driven environment.

MDM Migrations:

• Oversee the migration of 2,000 iPhone users from MaaS360 to Microsoft Intune, ensuring efficient user transition.
• Coordinate the migration of 300 Android users from Workspace ONE to Microsoft Intune.

Device Management:

• Configure and update Apple iPhones and iPads with the latest iOS versions to optimise device performance.
• Conduct Q&A sessions for users to provide guidance on new IT equipment.
• Upgrade 4,400 users from Windows 7 to Windows 10, ensuring minimal disruption to daily operations.
• Manage Active Directory by assigning correct groups, applications, and permissions to enable seamless remote work.

User Documentation:

• Produce clear and accessible user instructions for Windows 10 and its applications.
• Develop engaging video tutorials to support users during the Covid-19 rollout.

VIP Support:

• Deliver tailored technical support to VIPs during the pandemic, including large local government meetings.
• Provide dedicated assistance to senior personnel, including CEOs, Directors, Executive Assistants, and Councillors.
• Deploy IT assets for VIP users and ensure personalised service delivery.
• Facilitate quarterly full council meetings on Microsoft Teams, guaranteeing smooth technical operation.

Hardware Deployment:

• Replace 2,000 monitors at the main site to enhance visual and operational efficiency.
• Upgrade desktops in libraries and Adult Learning Centres across Buckinghamshire to improve system performance.
• Configure user settings and printers to meet specific organisational requirements.

Crestron Microsoft Teams Rooms Support:

• Collaborate with vendors to troubleshoot and resolve issues, while providing additional technical support.

Incident and Request Management:

• Manage and take ownership of incidents and requests raised by internal users, ensuring timely and effective resolution.
• Handle major incident management, escalating tickets in line with organisational processes as required.
• Raise Priority 1 incidents in accordance with the major incident management protocol, ensuring all logs are correctly linked to a parent ticket.

Customer Service Delivery:

• Provide exceptional customer service, acting as the face of Information Technology and fostering positive user experiences.
• Offer personal, ad hoc support to resolve individual technical issues effectively.

Hardware Installation and Troubleshooting:

• Install, troubleshoot, and configure user hardware both remotely and on site to ensure operational efficiency.

Team Support and Collaboration:

• Assist different areas of the team during periods of high pressure to maintain service quality and consistency.
• Prepare new starters by delivering additional technical support and explaining processes in clear, non-technical terms.

VIP Technical Support:

• Provide dedicated, on demand VIP technical support to the Corporate Management Team (CEO, Directors, Executive Assistants) and Councillors, ensuring their technical needs are met.
• Facilitate high level technical assistance to support critical tasks and responsibilities for senior personnel.

Service Quality Monitoring:

• Collect and collate data to monitor trends and evaluate the quality of IT services provided, identifying opportunities for improvement.

• Effectively manage incidents and requests, escalating issues when required.
• Take the initiative to assess client costs and requirements, aiming to reduce overall expenditure where feasible.
• Maintain a proactive approach by staying up to date with third party assignments and ensuring tasks are completed successfully.