About TITAN

At Titan, were redefining email for entrepreneurs, innovators, and creators transforming it into a powerful tool for business growth. Built by a team that deeply cares about helping businesses succeed, Titan is more than just an email platform.

Founded by Bhavin Turakhia, who also founded Directi, Radix, and Zeta, with a combined enterprise value exceeding $2 billionTitan is backed by a strong legacy of innovation. Today, Titan powers millions of conversations, with 2.4 million emails sent and received every week. In 2021, Automattic (the parent company of WordPress) invested $30M in Titan, valuing the company at $300M. This partnership fuels our mission to revolutionize email and build the future of digital communication.

At Titan, youll be part of a fast-growing business, solving meaningful problems and shaping a product that empowers millions. Join us to make a real impact.

Roles and Responsibilitie

s
Helpdesk Suppo

rtAct as the primary contact for technical assistance via phone, email, or ticketing syste
m.Troubleshoot basic IT issues (login errors, software glitches, connectivity problems
).Provide guidance on general IT queries and direct users to relevant resource

s.Incident Manageme

ntLog, classify, and track incidents in the Orion ITSM syste
m.Prioritize and escalate unresolved issues to higher support level
s.Communicate timely updates and expected resolution times to user

s.Hardware & Software Suppo

rtAssist with installation, configuration, and basic troubleshooting of computers, printers, and peripheral
s.Install and support OS, productivity tools, and antivirus softwar
e.Provide support for desktops, laptops, and mobile device

s.Account Manageme

ntCreate user accounts, reset passwords, and manage access rights per polic
y.Ensure adherence to security policies (password rules, account lockouts
).Maintain proper user access to network drives, email, and application

s.Network Suppo

rtTroubleshoot Wi-Fi, LAN, and VPN connectivity issues.nsure correct network configurations (IP, DNS, access settings
).Support users to maintain stable and secure network acces

s.Documentation (Orion Ticketing Syste

m)Maintain accurate tickets, resolutions, and interaction log
s.Create and update knowledge base articles, guides, and FAQ
s.Document hardware allocation, software installs, and configuration change

s.IT Assets & Applications Manageme

ntTrack and manage IT assets, including allocations, repairs, and return
s.Maintain software license records to ensure complianc

e.User Traini

ngProvide basic training on IT tools, systems access, and password procedure
s.Educate users on cybersecurity best practices and digital identity protectio

n.Software Updates & Patch

esEnsure systems are up-to-date with patches and security update
s.Assist in deploying updates with minimal user disruptio
n.Monitor logs and alerts to identify and prevent issue

s.Remote Suppo

rtDeliver effective remote troubleshooting using remote desktop tool
s.Support users across different locations and time zone
s.Maintain consistent service quality for remote user

s.Collaboration with Other Tea

msWork with System Engineering and Network Operations for advanced issue
s.Share knowledge and propose process improvements with leads/manager
s.Participate in team meetings on challenges, improvements, and best practice

s.Customer Servi

ceDeliver professional, user-friendly IT suppor
t.Set clear expectations regarding issue resolution and timeline
s.Address user concerns proactively and offer alternative solution

s.Onboarding (New Joine

e)Set up new user workstations, accounts, and essential application
s.Prepare required hardware and software before onboardin
g.Guide new employees through IT systems, VPN, email, and security practice

s.Offboarding (EDP Employee Departure Proces

s)Retrieve company IT assets during offboardin
g.Deactivate accounts and revoke system access securel
y.Perform data backup/transfer and ensure compliance with privacy policie
s.Record asset returns in inventory for audit purpose

s.Meeting Room Set

upRegularly check and maintain meeting room IT equipmen
t.Set up required hardware before meeting
s.Troubleshoot issues with AV equipment during meeting
s.Maintain documentation for room configurations and requirement

s.Event Set

upProvide IT support for internal/external events (hardware, software, network
).Assist with presentations, sound systems, and video conferencing tool
s.Troubleshoot live event technical issue
s.Coordinate with organizers to ensure all IT needs are me

t.Project Suppo

rtAssist with IT infrastructure and deployment project
s.Support system rollout testing and documentatio

n.Escalation Manageme

ntResolve issues escalated from L1 requiring advanced troubleshootin
g.Identify recurring problems and recommend process improvement
s.Escalate complex cases to L3 with detailed troubleshooting log

s.Skills and Qualificatio

nsStrong communication and customer service skill
s.Required experience: 2-4 Yea
rsIn-depth knowledge of IT hardware, software, and network system
s.Ability to troubleshoot and resolve issues effectively and efficientl
y.Familiarity with ITSM tools, such as Orion (Ticketing System), for logging and managing support ticket
s.Knowledge of basic IT security principles and best practice
s.Ability to manage and track IT assets, including hardware and softwar
e.Basic understanding of operating systems, including Windows, MacOS, and mobile platform
s.Ability to work effectively with other support teams and department

s.
Perks and Benef

itsWe at Titan love our jobs. And its no surprise we get to work on exciting and new projects, in a vibrant atmosphere that is designed to be comfortable and conducive for our personal and professional grow

th.And Titan goes the extra mile to make you feel at home. We offer benefits ranging from affordable catered meals and even snacks on the house. Our workspaces are welcoming and fun, complete with bean bag chairs and ping pong tables. Oh, and weve got your family covered too, with excellent health insurance plans and other benefits. In short, everything you need to be your best self at wo

rk!If you like the idea of working on products that have a truly global impact, get in tou

ch!

IT Executive

Titan

Job Description

Services you might be interested in

Improve Your Resume Today