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Looking back, my professional journey started
over 13 years ago in a customer contact role for a major telecom operator in
Belgium. It was my affinity for technology and continuous learning that led me
into technician support roles, first as a Planner & Repair Helpdesk agent
and later as a Subject Matter Expert focused on knowledge management and
process improvement within Unit-T’s Operational Excellence team.
A defining moment came when Unit-T launched a
large-scale smart meter deployment project. We suddenly needed to train
hundreds of technicians in a very short period of time. I was given the
opportunity to coordinate that training ramp-up, and what began as a small
training cell eventually evolved into the Unit-T Academy. Today, the Academy
provides job-specific training solutions for employees across the company,
helping both field and office teams develop the skills they need to perform
safely, efficiently, and with quality.
Over the years, I've seen technical roles
change significantly. Automation, digital tools, and artificial intelligence
are transforming the way technicians work. While practical expertise remains
essential, today's technicians also need strong digital skills and the ability
to quickly adapt to new technologies. The role has become broader, combining
hands-on work with the effective use of software, tools, and data.
At the same time, the industry faces a growing
shortage of experienced technical profiles. Through our training programmes, we
have seen that potential often matters more than previous experience. Some of
the most successful technicians started with little or no technical background.
What made the difference was motivation, curiosity, and a willingness to learn.
My own journey, from a customer contact role to managing the Unit-T Academy,
reflects the same reality: with the right opportunities and mindset, people can
grow from zero experience to positions of responsibility. That's why I strongly
believe in a "from zero to hero" approach.
One of the biggest challenges in training
technical teams today is keeping pace with constant change. New technologies,
new processes, and evolving client requirements mean information needs to move
quickly from the client to the field. To address this, we combine traditional
training with digital learning tools, instructional videos, virtual sessions,
and our Knowledge Hub. The goal is to ensure technicians can access the right
knowledge at the right time while maintaining a high level of consistency and
quality.
In my experience, the most effective learning
journey combines three key stages: learning the fundamentals through practical
training, reinforcing those skills in the field with the support of experienced
mentors, and validating competencies through objective testing and
certification. This combination helps transform knowledge into confidence and
prepares technicians for real-life situations.
The rapid evolution of technology also creates
opportunities. Within the Unit-T Academy, for example, we are already using
AI-powered tools to support the creation of Knowledge Hub content. By
automating part of the writing process, we can focus more on expertise,
innovation, and knowledge sharing while ensuring consistency across different
languages and audiences.
Looking ahead, I believe adaptability will be
one of the most valuable skills for any technical professional. Technology will
continue to evolve, and those who embrace change, develop their digital
capabilities, and remain eager to learn will find no shortage of opportunities.
My advice to anyone starting a technical career
is simple: dare to explore. Innovation begins when someone has an idea and is
willing to test it. Whether it's finding a better way to perform a task,
learning a new tool, or sharing an improvement with colleagues, progress starts
with curiosity. Stay hungry for new knowledge, remain open to change, and don't
be afraid to take the first step. You never know where it might lead.
By Jeroen Stubbe
Manager of the Unit-T Academy
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