Vantaggi
Challenges can be daunting and require a real sleuth to find the root of the problem. There is some freedom in creating "unofficial" solutions, and then documenting them later. Your peers will stand behind you and openly share information with you. You can get certified in internal certificates, forget about most third-party certs though. Benefits are decent. The occasional donuts and bagels are nice, but aren't worth the aneurysm.
Svantaggi
Management is always looking for a "new" process to fix everything. Customer Satisfaction(CSAT) is a management goal/metric that will either get you canned or praised, but management lacks the ability or desire to think about CSAT in a broader sense and instead attempts to leverage it personally against/for the individual who receives it. The top-down management system that is implored will have you chasing your tail trying to make sense of why you're getting written up, put on plan or even fired. Though occasionally management gets headed in the right direction, it's usually veered off course due to detached orders from the VP. Work expectations will leap from normal, to insane and finally to ludicrous at any given point without warning and without taking in to account your current workload, they'll just keep piling, then point the finger when customers get upset at the time to resolve. There are very few technicians at this point that are not ready to jump ship when the right boat rolls in.
