IT Support Engineer

The Role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility in closing that gap: resolving complex AI support tickets, guiding users through governance processes, and coaching on efficient AI use, contributing to our ongoing efforts to drive business success and enhance customer satisfaction. We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

Own the support queue for Claude Enterprise and Gemini and Slack AI — triage escalations from L1, diagnose, resolve, and document.

First point of contact for connector and data-source approval requests — guide users through the RFC intake process, liaise with IT Security where needed.

Support the rollout of the Enterprise AI Marketplace as it stands up over the next 6–12 months — help users discover, configure, and troubleshoot plugins and skills as the catalogue grows; flag recurring issues to the Enablement Lead.

Flag licence-efficiency issues to the Enablement Lead and contribute prompt-pattern guidance to the knowledge base.

Escalate to the Corporate AI Enablement Engineer or directly to vendor support (Anthropic, Google) with clear reproduction steps and context

Build and maintain an internal AI support knowledge base: known issues, how-to guides, prompt patterns, and connector FAQs.

Support onboarding of new Claude and Gemini users, and participate in AI rollouts and pilot programmes; surface ticket trends to the Enablemen