Workplace Technology Specialist 2

Workplace Technology Specialist II - Brussels Office

At ICANN, we are looking for a Workplace Technology Specialist II to join our Brussels office.

The Workplace Technology Specialist II is a senior technical specialist responsible for delivering advanced workplace technology support and serving as an escalation point for complex workforce technology issues. This role provides operational ownership for workplace technology services including endpoint management, conference room technologies, collaboration platforms, executive support, and workforce technology adoption.

The Workplace Technology Specialist II partners closely with Workplace Technology Services leadership, Product Management, Infrastructure, Security, and Enterprise Applications teams to improve the workforce technology experience and support successful deployment of workplace technology solutions. The role also serves as a technical mentor and subject matter expert within the Workplace Technology Services organization.

Key Responsibilities and Duties

Advanced Workplace Technology Support

• Serve as an escalation point for complex workplace technology incidents and service requests.
• Troubleshoot advanced endpoint, collaboration, application, and connectivity issues.
• Lead resolution of high-impact technical incidents and coordinate across technical teams and vendors as required.
• Provide support for executive leadership, Board members, and other high-profile users.
• Deliver both remote and on-site support across ICANN offices and events.

Endpoint Management and Device Lifecycle

• Support enterprise endpoint management platforms and device lifecycle programs.
• Administer endpoint configurations, software deployments, device policies, and workplace technology standards.
• Assist with operating system upgrades, hardware refresh programs, and endpoint modernization initiatives.
• Support Apple-focused enterprise environments including macOS, iOS, and iPadOS.
• Maintain endpoint compliance, security posture, and operational readiness.

Collaboration and Productivity Technologies

• Support advanced troubleshooting and administration of Microsoft 365, Teams, SharePoint, OneDrive, Zoom, Adobe Acrobat, and related workplace technologies.
• Assist with deployment and adoption of new workplace productivity solutions.
• Support approved AI-enabled workplace productivity technologies and automation capabilities.
• Partner with Product Management and Workplace Technology Services leadership on technology adoption initiatives.

Conference Room, Audio Visual, and Meeting Technology Services

• Serve as a technical lead for conference room and workplace collaboration technologies.
• Support video conferencing platforms, audio-visual systems, room scheduling technologies, digital displays, and hybrid meeting solutions.
• Coordinate technical support for executive, Board, and mission-critical meetings.
• Support conference room technology standards, lifecycle planning, and operational readiness.
• Travel as required to support major ICANN meetings and events.

Product Rollouts and Technology Adoption

• Participate in workplace technology pilots, deployments, and rollout initiatives.
• Support operational readiness activities for new workplace technology services.
• Assist with training, communications, and workforce enablement activities.
• Gather user feedback and provide recommendations for service and technology improvements.

Continuous Improvement and Operational Excellence

• Identify recurring issues and recommend process, technology, and service improvements.
• Analyze support trends and contribute to service quality initiatives.
• Develop and maintain support documentation, procedures, and knowledge resources.
• Promote automation, self-service capabilities, and operational efficiencies.

Mentoring and Technical Leadership

• Serve as a technical mentor to Workplace Technology Specialist I staff.
• Assist with onboarding, coaching, and skill development activities.
• Provide guidance on support standards, troubleshooting methodologies, and service excellence.
• Support operational planning and service improvement initiatives.

Security and Compliance

• Promote best practices in endpoint security, access management, and workforce technology compliance.
• Partner with Security and Infrastructure teams to support organizational security objectives.
• Assist with implementation and enforcement of workplace technology policies and standards.
• Perform other duties as assigned.

Required Knowledge, Skills