IT Executive
Job Description:
About TITAN
At Titan, we’re 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, you’ll 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 Responsibilities
Helpdesk Support
- Act as the primary contact for technical assistance via phone, email, or ticketing system.
- Troubleshoot basic IT issues (login errors, software glitches, connectivity problems).
- Provide guidance on general IT queries and direct users to relevant resources.
Incident Management
- Log, classify, and track incidents in the Orion ITSM system.
- Prioritize and escalate unresolved issues to higher support levels.
- Communicate timely updates and expected resolution times to users.
Hardware & Software Support
- Assist with installation, configuration, and basic troubleshooting of computers, printers, and peripherals.
- Install and support OS, productivity tools, and antivirus software.
- Provide support for desktops, laptops, and mobile devices.
Account Management
- Create user accounts, reset passwords, and manage access rights per policy.
- Ensure adherence to security policies (password rules, account lockouts).
- Maintain proper user access to network drives, email, and applications.
Network Support
Troubleshoot Wi-Fi, LAN, and VPN connectivity issues.nsure correct network configurations (IP, DNS, access settings).
Support users to maintain stable and secure network access.
Documentation (Orion Ticketing System)
Maintain accurate tickets, resolutions, and interaction logs.
Create and update knowledge base articles, guides, and FAQs.
Document hardware allocation, software installs, and configuration changes.
IT Assets & Applications Management
Track and manage IT assets, including allocations, repairs, and returns.
Maintain software license records to ensure compliance.
User Training
- Provide basic training on IT tools, systems access, and password procedures.
- Educate users on cybersecurity best practices and digital identity protection.
Software Updates & Patches
Ensure systems are up-to-date with patches and security updates.
Assist in deploying updates with minimal user disruption.
Monitor logs and alerts to identify and prevent issues.
Remote Support
Deliver effective remote troubleshooting using remote desktop tools.
Support users across different locations and time zones.
Maintain consistent service quality for remote users.
Collaboration with Other Teams
- Work with System Engineering and Network Operations for advanced issues.
- Share knowledge and propose process improvements with leads/managers.
- Participate in team meetings on challenges, improvements, and best practices.
Customer Service
- Deliver professional, user-friendly IT support.
Set clear expectations regarding issue resolution and timelines.
Address user concerns proactively and offer alternative solutions.
Onboarding (New Joinee)
Set up new user workstations, accounts, and essential applications.
Prepare required hardware and software before onboarding.
Guide new employees through IT systems, VPN, email, and security practices.
Offboarding (EDP Employee Departure Process)
Retrieve company IT assets during offboarding.
Deactivate accounts and revoke system access securely.
- Perform data backup/transfer and ensure compliance with privacy policies.
Record asset returns in inventory for audit purposes.
Meeting Room Setup
Regularly check and maintain meeting room IT equipment.
Set up required hardware before meetings.
Troubleshoot issues with AV equipment during meetings.
Maintain documentation for room configurations and requirements.
Event Setup
- Provide IT support for internal/external events (hardware, software, network).
Assist with presentations, sound systems, and video conferencing tools.
Troubleshoot live event technical issues.
Coordinate with organizers to ensure all IT needs are met.
Project Support
Assist with IT infrastructure and deployment projects.
Support system rollout testing and documentation.
Escalation Management
Resolve issues escalated from L1 requiring advanced troubleshooting.
Identify recurring problems and recommend process improvements.
Escalate complex cases to L3 with detailed troubleshooting logs.
Skills and Qualifications
Strong communication and customer service skills.
In-depth knowledge of IT hardware, software, and network systems.
Ability to troubleshoot and resolve issues effectively and efficiently.
Familiarity with ITSM tools, such as Orion (Ticketing System), for logging and managing support tickets.
Knowledge of basic IT security principles and best practices.
Ability to manage and track IT assets, including hardware and software.
Basic understanding of operating systems, including Windows, MacOS, and mobile platforms.
Ability to work effectively with other support teams and departments.
Perks and Benefits
We at Titan love our jobs. And it’s 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 growth.
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 we’ve got your family covered too, with excellent health insurance plans and other benefits. In short, everything you need to be your best self at work!
If you like the idea of working on products that have a truly global impact, get in touch!