About TITAN

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 :

- 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).

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 mínimal 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) :

- Prepare required hardware and software before onboarding. : 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

- Robust 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 ex

📌 IT Executive (Mumbai)
🏢 Titan
📍 Mumbai