Location

Australia Office, 91 Phillip Street, Level 6, Parramatta, NW 2150, AUS

Overview

At Newforma, you’ll help shape the future of project information management for architects, engineers, and contractors worldwide. Join a team that’s trusted by over 1,500 firms to simplify how they work. Together, we’re creating tools that connect people to the information they need, faster and smarter. Let’s build something great.

Responsibilities

- Manage incoming cases via email, phone, and chat.
- Monitor the inbound case queue using the Salesforce Service Cloud platform.
- Support customers with installation, upgrade, and configuration of Newforma products across on‑prem and cloud environments.
- Troubleshoot and resolve deployment‑related issues, including server configuration, networking, authentication, and dependencies.
- Validate customer environments against deployment prerequisites and best practices.
- Collaborate with Services and Technical Consultants on implementation and upgrade activities when required.
- Use AI‑assisted tools effectively as part of diagnosis and knowledge base work.
- Determine if a customer issue is already addressed with existing Knowledgebase articles, help topics, tutorials, etc.
- Schedule and conduct TeamViewer sessions with customers to resolve in‑depth technical issues and gather supplemental information, including screen captures, log files, and error messages.
- Participate in the Tier 2 swarming process for new or unknown situations.
- Locate, review, and analyze submitted crash reports.
- Attempt to duplicate suspected defects in a VM lab environment.
- Determine if an existing issue relates to a known defect currently tracked in the JIRA database.




- Monitor aging cases and elevate as necessary based on predefined rules.
- Interact with Tier 3 for the warm‑transfer process, providing a fully documented case with all background information gathered during customer interactions.
- Provide feedback and insight to Account Managers/Sales on cases being managed.
- Engage with Tiers 2, 3, QA, Product Management, development, and others to gain further knowledge about issues being managed.
- Continue training within the support virtual machine environment.
- Engage in ongoing education and research to improve future resolution of customer issues.
- Evaluate ways to improve and prevent future issues.
- Create and document Knowledgebase articles.
- Review Knowledgebase articles for technical accuracy based on case issues.
- Support in a multi‑region environment.
- Attend growth, peer, support/services and development meetings as required.

Requirements

- 3‑5 years of help desk and/or customer‑service experience.
- Ability to understand and diagnose software product and support issues.
- Availability for off‑hours and weekend coverage.
- Experience with CRM case‑management platforms such as Salesforce Service Cloud.
- Experience troubleshooting Windows Servers, Windows Web servers, and desktop operating systems.
- Knowledge of Microsoft Azure Active Directory.




- Mobile‑application troubleshooting skills.
- Proven analytical and problem‑solving abilities.
- Experience with Amazon Web Services is helpful.
- Experience supporting MySQL or other databases is highly desirable.
- CS degree and/or equivalent experience.
- Mid‑level knowledge of LAN networking and distributed (client/server) computing environments.
- Experience configuring and supporting firewall, router, VPN, WAN, and anti‑virus solutions.
- Experience with Microsoft Outlook and Exchange system administration.
- Active Directory and network security knowledge.
- Team‑oriented, collaborative work experience.

Nice to Have

- Prior AEC industry background or Newforma experience.
- Ability to absorb and retain information quickly.
- High self‑motivation and strong attention to detail.
- Effective prioritization and execution in a high‑pressure, quick‑paced environment.
- Exceptional customer‑service orientation.
- Clear, courteous, and professional communication with non‑technical individuals.
- Effective use of AI assistants (e.g., Microsoft Copilot) to accelerate troubleshooting, research, and documentation.

Benefits

- Purpose‑driven work: help professionals in the AECO industry solve real‑world challenges.
- Global impact: our tools are used on over 16 million projects worldwide.
- Collaborative culture: work alongside talented teammates who value your input.
- Room to grow: we support your career development through learning opportunities and mentorship.
- Innovation at its core: be part of a company that’s always evolving to meet industry needs.

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📌 Technical Support Analyst II (City of Sydney)
🏢 Newforma
📍 City of Sydney