Workplace Technology Specialist II

About the role

The Workplace Technology Specialist II is a senior technical specialist who delivers advanced workplace technology support and acts as an escalation point for complex workforce technology issues. The role owns workplace technology services such as endpoint management, conference room technologies, collaboration platforms, executive support and technology adoption, and works closely with Workplace Technology Services leadership, Product Management, Infrastructure, Security and Enterprise Applications teams. It also involves mentoring and acting as a subject matter expert.

Key responsibilities

• Serve as escalation point for complex incidents and service requests, troubleshoot advanced endpoint, collaboration, application and connectivity issues, and lead resolution of high-impact incidents.
• Provide remote and on-site support across ICANN offices and events, including support for executive leadership, Board members and high-profile users.
• Manage enterprise endpoint management platforms, device policies, software deployments and standards, including Apple-focused environments (macOS, iOS, iPadOS).
• Support Microsoft 365, Teams, SharePoint, OneDrive, Zoom and Adobe Acrobat, and help deploy new productivity solutions and approved AI-enabled tools.
• Act as technical lead for conference room, audio-visual and meeting technologies, including video conferencing, room scheduling and hybrid meeting solutions.
• Take part in technology pilots, rollouts, training, communications and user feedback collection.
• Mentor Workplace Technology Specialist I staff, coach onboarding and troubleshooting methods, and promote automation and self-service.
• Promote endpoint security, access management and technology compliance, and partner with Security and Infrastructure teams.

Required profile

• Bachelor's degree preferred, or equivalent combination of education and experience.
• At least seven years of experience supporting enterprise workplace technologies, endpoint management or workforce technology services.
• Experience with Apple-focused enterprise environments, executive support and technology adoption initiatives.
• Fluent written and spoken English; ICANN prefers candidates with additional languages.

Required skills

• Apple ecosystem support (macOS, iOS, iPadOS) and endpoint management platforms.
• Microsoft 365, Teams, SharePoint, OneDrive, Zoom and Adobe Acrobat.
• Conference room and audio-visual systems, and hybrid collaboration environments.
• Endpoint security, identity and access management, device compliance and workplace technology standards.
• Preferred certifications: Jamf Certified Administrator, Apple Device Support, Microsoft 365, ITIL Foundation, HDI Support Center, collaboration platform certifications.