Brite Spotlight: Meet Caleb, Network Operations Technician

Our Brite fam and company culture dynamic plays a huge role in our approach. While we’re passionate about matching organizations with the perfect service or solution to meet unique needs of the company, it would be impossible without our team. We’ve introduced you to handful in the past, and today we’re bringing you another interview.

Meet Caleb, a Network Operations Technician in our Network Operations Center supporting BriteStar customers.

A brief overview of your job.

I am a Network Operations Technician and am involved in multiple areas in our NOC, including the front lines where I receive incoming tickets. I am currently moving into a role that allows me to handle escalations from other members of the team

What is a NOC?

A NOC is a Network Operations Center where a team monitors critical resources and works to ensure stable IT infrastructure. We do a lot of behind the scenes work to keep things stable and limit the number of outages and issues that end users end up experiencing.

What are 5 daily tasks you do as a NOC Technician?

  • Although my role has been migrating to more of an escalation path, I am still on the front lines taking calls and email tickets when needed.
  • I have been a driving force for our team to get more into scripting and creating tools that help us do our jobs better. I always try to spend a little time working on tools to help the team each day.
  • Server migrations have been another task that I have been getting more involved in lately. IT infrastructure does age and I work hard to ensure cutovers are as seamless as possible.
  • Deployments to Azure have been coming up more and more often. I have worked in tandem with other teams to lift and shift entire workflows into a purely Azure environment in the ever-evolving landscape of needing resources available no matter where someone is working.
  • Responding to customer outages. This can range from some sort of customer infrastructure down to a widespread 3rd party outage.

What is your favorite part about being a NOC Technician (at Brite)?

I love the fact that I can have a voice on the team and am not just another cog in the machine. Being able provide my thoughts and work with the Team and other people’s ideas to come up with the best solution to something is amazing.

What 3 words would you use to describe your job?

Dynamic, Fast-paced and Challenging

What kinds of security risks are you seeing?

We are seeing more and more phishing attacks since everyone shifted to a work from home environment because of COVID. With people not being in the office, core pieces of security infrastructure that a user was originally behind are no longer protecting them.

What is the most memorable outage you have handled?

One that comes to mind as a recent issue was a customer that suddenly had 2 drives go bad on their host. This in turn took down core infrastructure for them in the middle of the night. Reggie, who is another member of our team, was on-call that night and reported the outage for escalation, as it was not appearing to be a quick fix. Once we discovered what the problem was, we worked to spin up their infrastructure on our BCDR appliance and have the infrastructure ready for users in the morning with no signs that an outage had even occurred hours before they were in the office.

What do you think is the biggest misconception about working in a NOC?

I am going to sound like a broken record while looking at the other two NOC Spotlights, but our NOC is so much more than just a help desk. As you can see from what my daily is there is a lot more than just responding to tickets that goes on daily for us, and that is only scratching the surface. We are constantly having to find ways to evolve our offering, process and products to meet the needs of our customers in this dynamic environment.

Huge thanks to Caleb for sharing some behind the scenes of his role!

Curious about other roles in our NOC?