AI & Digital Workplace Enablement Lead

DiDi; Ciudad de México; Presencial; MXN 360.000 - 600.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. seeks an experienced IT Support Engineer to bridge employees, business teams, and technology solutions across the region.

The role focuses on enabling AI-powered productivity tools and digital workplace platforms while delivering high-quality end-user support. You will drive adoption of AI tools, provide Level 2 IT support, onboard users, and collaborate with headquarters engineering, product managers, and regional IT teams to translate technical concepts into practical business

Formación

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related fields.
• 3+ years of experience in IT support, End User Computing, Digital Workplace, or Enterprise IT environments.
• Experience supporting enterprise productivity tools, collaboration platforms, business applications, and end-user devices.
• Knowledge of Windows and macOS support.
• Experience with ticketing systems such as ServiceNow, Jira, Freshservice, Zendesk, or similar platforms.
• Strong troubleshooting and problem-solving skills.
• Advanced English communication skills (written and verbal).
• Customer-focused mindset with strong interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Self-driven with strong ownership and accountability.

Responsabilidades

• Promote awareness, adoption, and best practices for AI-powered productivity tools and workplace technologies.
• Support internal AI solutions and external AI platforms such as Gemini, ChatGPT, AI Workspace tools, MCP-based solutions, and AI coding assistants.
• Conduct user onboarding sessions, workshops, product demonstrations, and training programs.
• Act as a trusted advisor for employees seeking to improve productivity through technology and AI solutions.
• Gather user feedback and collaborate with headquarters product and engineering teams to improve solutions and user experience.
• Identify opportunities to automate workflows and improve operational efficiency through AI and digital tools.
• Provide Level 2 support for corporate IT services, productivity tools, collaboration platforms, and workplace technologies.
• Troubleshoot issues related to Windows, macOS, collaboration tools, conferencing systems, enterprise applications, and internal platforms.
• Support onboarding, offboarding, device provisioning, software deployment, and asset lifecycle management.
• Assist with meeting room technologies, video conferencing platforms, and workplace collaboration solutions.
• Work closely with local IT teams to maintain high service levels and positive user experiences.
• Act as the primary point of contact for regional users regarding AI and workplace productivity solutions.
• Partner with business stakeholders to understand requirements, challenges, and opportunities for improvement.
• Translate technical concepts into business-friendly language.
• Maintain documentation, knowledge articles, training materials, and user guides.
• Collaborate with headquarters engineering teams, product managers, and regional IT teams.
• Participate in pilot programs, testing activities, and global technology rollouts.
• Support change management initiatives related to AI and workplace transformation.

Conocimientos

IT Support

End User Computing

Digital Workplace

Enterprise IT

Educación

Bachelor's degree in IT

Herramientas

ServiceNow

Jira

Freshservice

Zendesk

Descripción del empleo

DiDi Global Inc. seeks an experienced IT Support Engineer to bridge employees, business teams, and technology solutions across the region.

The role focuses on enabling AI-powered productivity tools and digital workplace platforms while delivering high-quality end-user support. You will drive adoption of AI tools, provide Level 2 IT support, onboard users, and collaborate with headquarters engineering, product managers, and regional IT teams to translate technical concepts into practical business