Vantaggi
-Many, many learning opportunities, you work with plenty of different systems on the help desk. -Great people on the team. -Great benefits. -Very good documentation and good IT practices. -Intuitive workflow with ticketing and documentation systems and their integration with each other.
Svantaggi
-You need to be very committed and aligned with values and virtues to do well. -Pay is pretty low for how many systems and processes you are expected to deal with. -There's usually a very large backlog of tickets and many emergency tickets/calls come in that don't always meet hourly SLA due to low number of tier 2 techs. -Slow to fill positions, you take on more and more of a workload as people are removed/leave. -Oncall compensation is pretty bad, it gets really busy and you are scheduled more (previous con) and is a flat bonus regardless of time spent. -High expectations and could be more clear about warnings during monthly performance reviews. -Medium job security, I've been told by others that you get ample warnings about performance but that did not seem to be the case.