Get to know... Stewart Wilson - 1st Line Support Engineer
In insight / By Charlotte Tobulevicius / 21 June 2019
“As a child I always had an interest in IT, thanks to my Uncle who introduced me to computers – he said I would never be short of a job in IT which is very true in today’s digital world. My first job was as a salesman for PC World where I worked my way up into a role within the technical desk. Following this I worked for Acer, Sony and Hewlett Packard as a Senior Technical Engineer before joining Nasstar in October 2016.
My role with Nasstar when I started at the company was as a 1st line support engineer, which is still my position today, although it has changed significantly over the years. When I first joined the support desk, I was answering lots of calls and working very reactively. However now I’m responsible for calls as well as mailbox, call assign and ticket handling, whilst keeping abreast of wider support issues. I’m currently the first point of contact with customers, handling around two thirds of the customer contact and it’s my job to assign issues to the wider business, whether that be escalating an issue to operations or assigning to the 2nd line support team.
I love the diversity of my role because I get to speak to people across the whole business and a wide range of customers, but it can be tricky as I have to handle a lot of information and be responsible for several different issues. For example, I need to know which customer issues go to who, how to spot breaches, what priority I should assign to a ticket and how each of the support team staff members like to receive work and what jobs they like to handle. However, by having such a diverse role, every day is a learning curve which has really helped me to hone my communication skills over time.
Since I joined Nasstar I have undertaken the team leadership training course which I found to be very enjoyable and not at all what I expected. The course really helped me to learn about myself and my leadership skills which surprised me. I went in thinking I knew my leadership style, but it turned out to be the total opposite. I think this course is great for everyone, regardless of whether they are in a management position or not and I would highly recommend.
My favourite thing about working at Nasstar is the people and the strong family mentality that has been instilled since the beginning. I’ve always felt like I mattered and as though the people I work with genuinely care about me. It’s also great to see that when issues are raised, we are listened to by management and changes are implemented to combat these issues. The only changes I would make would be to improve the car park as the company has grown faster than the parking spaces available, but I know this is currently being worked on and again is testament to the company listening to the employees, which is great.
A little known fact about me is that I’m a DJ in my spare time, playing at a variety of events most weekends. It’s something that I started doing around 18 years ago as a hobby, which has now turned into a side business, thanks in part to some of my colleagues at Nasstar who helped spread the word and get my name out to local venues. Music is a big part of my life and I also play a number of instruments; including the tuba, piano, guitar and saxophone. I think if I weren’t at Nasstar, I would love to DJ and become a Master of Ceremonies as a full-time job.
I’m a very positive person, always looking for the good in people and situations, as well as living in the moment and being grateful for life. I think my friends would describe me as fun, friendly and loud.
If I were to give advice to someone new joining the support team, it would be to try not to worry or get stressed; the department is very fast paced and can sometimes be overwhelming with lots to learn, but there is always someone on hand to help you, you just have to ask. The next piece of advice would be to try not to take things personally, we love to have a laugh and joke but we’re also very professional and always support those who need it. I think it’s also important to have the ability to switch off from work. There will be times when you have stressful phone calls but always remember to shake it off and move on, your next customer should receive the same positivity and politeness as you had before that stressful call.
I think that since joining Nasstar, the company culture has mostly stayed consistent; with the same comradery and friendliness that was here when I started. It’s a great place to work and everyone here knows how to have a laugh, but also when to put the work in and get things done, making it so enjoyable. Due to the expansion and growth plans of the company, I think there is slightly more pressure now but this is not always a bad thing.