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, and Abilities

Advanced knowledge of workplace technology operations and support practices.

Expertise supporting Apple ecosystems including macOS, iOS, and endpoint management platforms.

Strong experience supporting Microsoft 365, Teams, Zoom, SharePoint, and related workplace technologies.

Experience supporting conference room technologies, audio-visual systems, and hybrid collaboration environments.

Understanding of endpoint security, identity and access management, device compliance, and workplace technology standards.

Strong troubleshooting, analytical, and problem-solving capabilities.

Experience supporting executive users and high-profile meetings.

Ability to mentor and guide technical team members.

Excellent communication, stakeholder management, and customer service skills.

Ability to manage competing priorities across operational support and project activities.

Education and Experience Requirements

Bachelor's degree preferred or equivalent combination of education and experience.

Minimum seven (7) years of experience supporting enterprise workplace technologies, endpoint management, or workforce technology services.

Experience supporting Apple-focused enterprise environments.

Experience supporting executive leadership and enterprise collaboration technologies.

Experience participating in technology deployment and adoption initiatives.

Preferred Certifications

Jamf Certified Administrator or equivalent.

Apple Device Support certification.

Microsoft 365 certifications.

ITIL Foundation certification.

HDI Support Center certifications.

Relevant collaboration platform certifications.

Success Measures

Workforce satisfaction with workplace technology services.

Effective resolution of complex incidents and escalations.

Reliability and availability of workplace technology services.

Conference room, audio-visual, and collaboration technology performance.

Successful support of executive, Board, and mission-critical meetings.

Adoption and utilization of workplace technology solutions.

Contribution to service improvements and operational excellence.

Mentoring effectiveness and team capability development.

Language

Fluency, both written and spoken, in English is required.

ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English.

Working Conditions & Physical Requirements

Work is performed in a normal office environment with limited privacy and some exposure to background noise.

While performing the duties of this job, the employee is frequently required to stand and walk. The employee regularly is required to sit. The employee is frequently required to talk or hear; use hands and arms to reach, handle or feel. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

The employee may occasionally lift and/or move up to 25 pounds.

Targeted Base Salary Low:

€57,200 + 10% Bonus + Benefits

Targeted Base Salary High:

€72,000 + 10% Bonus + Benefits

Note: The salary range provided here is a general estimation for the position at the time of posting based on the primary location. Salary ranges vary based upon geographic regions and countries. Final compensation packages take into consideration of a variety of factors including but not limited to a candidate’s location, work experience, knowledge, skills and other compensable factors.