Vantaggi
Some exposure to enterprise applications and customer-facing support work. Apart from that, it is difficult to find significant positives in the L2 Support role.
Svantaggi
I worked in the L2 Support team for several years and recently resigned. Based on my experience, I would strongly advise candidates to think carefully before joining this role. The workload and targets are extremely high, and in many cases they are difficult to achieve even within regular working hours. Employees often struggle to take proper lunch breaks because of continuous pressure and ticket volume. Another major concern is the constant focus on targets. If performance targets are not met for a few months, employees may be placed on a Performance Improvement Plan (PIP), which creates additional stress and uncertainty. Unfortunately, there appears to be limited understanding from management regarding the day-to-day challenges faced by support teams, while expectations and targets continue to increase. The overall environment can feel overwhelming and exhausting. At times, the pressure becomes so intense that it feels more like being trapped than working in a professional environment. I genuinely believe employee health and well-being should receive much greater attention before a serious incident occurs.