IT Support Analyst

Company Overview:

DiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world's transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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Team Overview:

The IT Support Analyst will provide hands-on technical and administrative support to ensure high-quality IT services across our Fintech operations. This role requires a proactive, service-oriented professional passionate about technology and capable of solving problems efficiently in a fast-paced environment. The ideal candidate will be fluent in both English and Spanish, with strong troubleshooting skills and a genuine drive to deliver outstanding customer support.

Role Responsibilities:

• Serve as the first point of contact for technical support, ensuring timely resolution of incidents and service requests through the ServiceNow ticketing system.

• Perform advanced troubleshooting for hardware, software, and network issues in Windows and macOS environments.

• Manage operating system imaging and cloning (e.g., FOG, Clonezilla, MDT) and ensure proper configuration of new user devices.

• Provide on-site and remote support to end users, including call center staff, ensuring minimal downtime and optimal performance.

• Support and maintain video conferencing systems (such as Logitech Rally, Tap, and MeetUp) and collaboration platforms, including Zoom, Microsoft Teams, and WebEx.

• Support contact center infrastructure, including Genesys and other communication tools.

• Execute and assist with maintenance windows and planned service interruptions according to IT standards.

• Install, configure, and provide support for biometric attendance devices (e.g., Hikvision).

• Provide UPS systems monitoring and preventive maintenance to ensure uptime.

• Collaborate with the network team on LAN/WAN troubleshooting and have a basic understanding of TCP/IP, VLANs, and WiFi networks.

• Maintain accurate IT asset inventory and documentation.

• Proactively identify and implement improvements in IT processes and workflows.

• Maintain a customer-first mindset, ensuring users receive friendly and effective support at all times.

Role Qualifications:

• Strong troubleshooting and problem-solving abilities.

• Hands-on experience cloning operating systems, installing software packages, and maintaining computer hardware.

• Prior experience providing IT support in call center environments preferred.

• Knowledge of video conferencing systems (Logitech) and platforms like Zoom, Teams, and WebEx.

• Familiarity with Hikvision attendance devices and UPS systems.

• Experience with ServiceNow or similar ITSM tools.

• Understanding of networking fundamentals (TCP/IP, LAN/WAN, VLANs, wireless).

• Experience supporting Genesys or similar contact center applications.

• Excellent interpersonal communication skills with empathy and patience.

• Highly proactive, self-motivated, and collaborative.

• Strong service attitude and ability to remain calm under pressure.

• Willingness to participate in maintenance windows or urgent interventions outside normal business hours when needed.

EEO Statement:

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.

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