The IT Service Engineer role serves as an escalation point for the local and global Service Desks to deliver on-site and remote support to Eurofins users across Australia and New Zealand. The majority of the requests are related to front-end systems such as desktops, laptops, fixed and mobile phones and applications.Back-end systems such as servers and networking are managed by Australian and global IT Operations teams, with the Service Engineer acting as a key on-site contributor to all related projects and tasks in New South Wales.  The successful applicant is also required to fulfil a key business relationship management role with Sydney-based senior management and will also be the IT Infrastructure liaison for the completion of an ongoing laboratory build and relocation project scheduled for completion by mid-year 2022.  This will allow the successful applicant to gain valuable experience outside the traditional scope of Level 3 Service Desk functions.Eurofins is a fast-growing company so the successful applicant will be regularly called upon to participate in migration and integration projects that will provide opportunities for travel, experience and career growth.Objectives:Maintain a high level of customer satisfaction;Level 3 escalation contact for the AU/NZ and Global Service Desks;Develop and maintain a mutually beneficial relationship with local operational and senior business management;Manage Service Request, Incident and Change tickets through our ticketing system, meeting SLAs and KPIs;Train and mentor Level 1 2 Service Desk Agents;Improve user satisfaction by following and proposing improvements to any kind of systems, policies, processes and work instructions;Coordinate and execute changes to local IT infrastructure in conjunction with IT Operations teams;Participate in the transition process for newly acquired local Eurofins businesses;Communicate and apply IT Group policies, standards and security rules.