Liam Nichols
IT Support Specialist @Xero
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WORK HISTORY
IT Support Specialist @Xero
London, GB
As an IT Support Specialist I provide 1st & 2nd line support to staff across the UK and EMEA regions. My commitment to exceptional customer service aligns with my passion for mentoring colleagues. I handle software and hardware requests, facilitate IT onboarding and offboarding for staff, and contribute to support documentation. My experience extends to office setup, decommissioning, and global support services. Keeping up with IT innovations and trends is essential, and my strong interpersonal and communication skills enhance my effectiveness. I\'ve travelled internationally to assist offices lacking IT support and collaborate with network engineers on projects to enhance my expertise.Support Responsibilities:• Provide prompt 1st and 2nd line support globally, with a focus on the UK and EMEA.• Prioritise quick responses and manage user expectations.• Handle software and hardware requests efficiently.• Mentor associate staff members and contribute to workload reduction via ticket resolution.Onboarding and Offboarding Staff:• Provide IT introductions for new staff.• Assist with onboarding and offboarding processes.• Contribute to overall service objectives and team targets.Administrative and Technical Tasks:• Monitor and administer Azure and Azure Active Directory.• Set up new office spaces and decommission old ones.• Collaborate with vendors as needed.• Create and update documentation in Confluence.• Participate in Major Incident Management.Technical Expertise:• Support cloud productivity tools (G Suite, Slack, Zoom, Asana, Adobe Creative Cloud).• Stream and record large meetings across regions.• Provide AV support and configure meeting room tablets.• Handle Windows, Apple, and NUC enrollment.• Experience with MDM suites (JAMF and InTune).• Provide Mac and Windows support.Networking and Portfolio Development:• Collaborate with network engineers.• Assist in constructing and configuring comms racks.• Troubleshoot networking tickets.
ABOUT LIAM NICHOLS
Professional Summary: As an IT Support Specialist, I provide comprehensive first and second line support to staff across the UK and EMEA regions. My commitment to delivering exceptional customer service is complemented by my passion for mentoring colleagues and fostering a collaborative environment. I am responsible for managing software and hardware requests, overseeing IT onboarding and offboarding processes, and contributing to the creation of detailed support documentation.My experience extends to setting up and decommissioning offices, as well as providing global support services. Staying proficient of IT innovations and emerging trends is integral to my role, and my strong interpersonal and communication skills enable me to deliver effective and tailored support. I have also had the opportunity to travel internationally to assist offices without dedicated IT support and collaborate with network engineers on various projects, further enhancing my expertise.Expertise• Intune• Autopilot• Azure• Jamf• Okta Admin• Google Workspace• Google Admin• Office 365 Admin• AppSpace• FortiClient• Active Directory• SCCM• Slack Admin• ZendeskStrengthsStreamlining Processes• Identify and enhance process efficiencyby streamlining and improvingweaknesses.Team Player• Identify when team members requireadditional support and provideassistance as needed.ToolsOperating Systems• Windows Server• Windows 7, 10 & 11• macOS• iOS• ChromeOSDevice Management Tools• Microsoft Intune• SCCM• Jamf• Apple Business Manager• Apple Device Enrollment Program (DEP)Identity and Access Management• Active Directory• Azure AD• Google Admin• Okta Admin• Okta VerifyProductivity and Collaboration Tools• Google Workspace• Office 365 Admin• Office SuiteSupport and Ticketing Systems• ServiceNow• ZendeskNetworking and Security Tools• FortiClient• Crowdstrike• Extreme Networks IQProfessional Development: I am currently receiving mentorship in our Networks department, where I’m actively seeking hands-on experience. Recently, I\'ve previous had the chance to set up a server rack in our new office and observe the back-end configuration. Additionally, I’m studying towards the CCNA certification to further develop my skills as an aspiring network engineer.
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