System Administrator @ Ruvos – News & Events

Ticket Management

Ensure that all support tickets are documented with sufficient detail, accurate information, and in a timely manner to provide our clients or users the help they need. Efficiently track, troubleshoot, and where possible knowledge share with the support teams. Proper documentation should capture the problem description, steps taken, resolution, and any follow-up required.

Monitoring and Performance Management

Monitor systems and networks to ensure optimal performance. Use monitoring tools to proactively identify and address potential issues before they impact clients or users.

Incident Handling and Escalation

Assist in responding to support and security incidents, by providing troubleshooting assistance, or when necessary, escalating complex issues to appropriate teams. Ensure incidents are handled efficiently and tracked through to resolution.

Internal Help Desk

Support the users of the organization, via the Ruvos Service Desk. This may involve simple tasks, like account management, device support, etc. It may also include more complex tasks, like troubleshooting networking issues, access, etc. Ideally, all requests will have a related ticket for any work performed.

Endpoint Management and Security

Manage endpoint asset inventory, periodic user device reviews / refreshes, configurations, patch management, monitoring, procurement, and destruction.

Cloud Support

Support the cloud operations team on tier 1 operational tasks, basic AWS console navigation, ticket triage involving AWS resources, coordinating access requests for cloud resources, and similar tier 1/2 cloud support work.

Office IT

Maintain office networking hardware and on-site IT environment.

User Access Management

Facilitate and process authorized permission entries within the Jira platform, adhering to the established workflows and protocols maintained by the Identity and Access Management team.

On Call Rotation

Troubleshoot, diagnose, and resolve issues applicable to your on call assignments during required hours.

Documentation and Reporting

Maintain accurate documentation of systems, processes, incidents, and solutions to enhance knowledge sharing across the team. Generate reports on system performance, incidents, and security metrics to support continuous improvement.

Collaboration Across Teams

Collaborate with the Security team to execute incident response protocols and strengthen endpoint security. Work alongside the IAM function to streamline access provisioning workflows. Engage with GRC to facilitate thorough evidence collection for organizational audits.