Name: Truls Enstad
Position: Technical Trainer, Operation Center
Worked at Orange Business since: August 2021
Based: Oslo

Can you tell us a bit about yourself and how you first came in contact with Orange Business?
I first came into contact with Orange Business, which was then called Basefarm, a couple of weeks before finishing my bachelor’s degree. I had started to think about what my next steps would be, I had applied for a master’s degree, but I wanted to cover my bases and explore potentially relevant job opportunities. So, I applied for a sizeable number of jobs and quickly saw that it was the Managed Service providers and the operational side of IT that were most interested in me. I was offered a job as an Operations Technician with the company, and looking back at it, I am happy that I chose to start my career at this point.

How would you describe what the department Operation Center (part of the Platform & Managed Services area of expertise) are responsible for and how does your position as a Technical Trainer for Operation Center support that? What are your responsibilities?
Operation Center is very simply put, responsible for overseeing our organization’s technical operations. We work around the clock to handle most of the incoming events, incidents and service requests that originate from our customers and monitoring systems. So internally and for customers, we are the technical first line trying to handle the brunt of the incoming work and support the other departments by doing so.

In my role as a Technical Trainer, I assist new employees in setting up their equipment, verify they have been correctly onboarded, and provide the initial training on essential systems and tools. I develop the training materials we use to get new employees ready for the Operation Center, and sometimes train technicians from other departments when needed.

What made you interested in becoming a Technical Trainer for Operation Center after having been part of the department as an Operations Technician yourself?
I enjoy sharing knowledge, and getting to exercise some creativity through my work, the position as technical trainer seemed a good fit in that regard. I also felt that I had some room to grow when it came to working with people, and that this would be a great opportunity to work on those soft skills.

I really enjoyed my time as an Operations Technician, and in my role as a Technical Trainer I get to continue being part of the Operations Center. I appreciate being able to keep supporting this function of the organization and working with the same colleagues.

Can you tell us a bit about how you work as a technical trainer?
I am currently the only dedicated Technical Trainer for Orange Business, in the business line Digital Services in Norway. The role is a recent addition, and I am only the second person to step into this position here. With a role this new to the organization there were not a whole lot of prior expectations set, nor had there been that many procedures and processes created specifically for this role up to that point. So, my work has been characterised by a good balance of independence and collaboration with other teams and functions. I primarily operate independently but also have valuable support of two deputy trainers from Operation Center whom I can call on when in need of support. It has been a lengthy process of figuring out stuff along the way, but I feel we have made some great progress.

I have appreciated being able to choose my own approach to meet the training needs of the Operation Center. I get to allocate my own time and resources and prioritize tasks that I feel most align with the requirements and needs of the organization.

What do you enjoy the most with your position?
I enjoy the independence it offers, and that I have the autonomy to be able to shape the training strategy and focus on areas I believe will benefit the organisation most. I also like the process of transferring knowledge and helping individuals develop their skills. I find it rewarding to see employees I have helped train become proficient in their role and I very much appreciate getting to contribute to their success in this manner. I also like getting to know all our new hires, and through this role it has helped me connect better with other departments and resources throughout the company.

What education and background do you have to be able to do this job?
I have an educational background in IT and studied Applied Computer science at Oslo Metropolitan University. It was a broad and general IT education where we learned a bit about everything, such as systems development, IT-operations, and UX. I also have a background from a vocational education in computer electronics which left with me with some experience regarding hardware and physical infrastructure; not very relevant for what I do today as a Technical Trainer, but all of it combined served as a foundation for my prior position as an Operations Technician. I do not have any background from teaching, but having had the privilege to have worked in the position that I now train new employees for has been very beneficial. My prior experience as an Operations Technician has given me firsthand experience and a practical understanding of the intricacies of the job I am now training others for.

Do you feel that you have been able to develop yourself in the direction you have wanted since joining Orange Business?
Since I started in 2021, I feel as I have had the opportunity to grow both professionally and personally and have been fortunate to be in an environment which has encouraged learning and contribution. By taking on the position as Technical Trainer I have been able to work on my interpersonal and communication skills, as well as teaching skills, both in terms of classroom training and written documentation. The position has allowed me to choose my own approach, and while it has taken a bit of time to figure out how to fulfil the training needs of the different candidates; I feel that I have made substantial progress up to this point.

What do you think is the best thing about working at Orange Business in Oslo?
Personally, I appreciate the great opportunities for career development, and I am grateful that we get room to grow in the organization. Looking at Operation Center as an example, it is not intended to be where you will spend the rest of your career but rather where you get to grow as a new technician and figure out what you want to do next. It is a springboard, a talent pool, and the rest of the organization knows this. In terms of the Operations Center, we have a youthful work environment and a great team who is eager to learn and grow together. I frequently see other resources move departments to take on new opportunities internally as well, so I believe this to be the case throughout the company.

Another thing I have appreciated is that our management understand the intricacies of the field that they manage. Looking at the managers for Operation Center, most of the managers have worked as technicians themselves previously which means that they have a proper understanding for the work and the challenges we as technicians experience.