• Providing technical software support to end users via phone and email• Taking ownership of issue received from 1st Line support• Querying and Processing SQL Server client data (to help resolve data related issues)• Liaising with the development team on a regular basis (e.g. possible enhancements & fixes for the system)• Liaising with Account Managers to Project Managers on various levels in respect to the software (from a technical perspective) • Constructing technical documentation to help aid end users• Undertake pre-release testing of new fixes/patches for the software

• Responsible for system & desktop support for up to 30 different pharmaceutical companies and their medical representatives • Assisting & escalating issues to 2nd & 3rd line and liaising with other IT departments within the company• Assisting pharmaceutical reps with latest software & PDA guidance• Regular management & support of Active directory user accounts • VPN access & Remote networking (Including PC anywhere, LogMeIn, Go to Assist, Crossloop & Others)• Working with PDA’s, Smart phones such as HTC’s, HP, Dell, Toshiba, Lenovo, Acer, Asus Laptops & Printers• Write and maintain technical documentation• Running SQL statements in TOAD (for Oracle) to help solve queries• Use the Knowledge Base system to deal with simple queries, and increasingly dealing with more complex and 2nd line incidents• Building Laptop for clients • Installing CRM software on client machines