Pros
Pros: The HR representative genuinely tries to advocate for employees and push for better working conditions. Paid vacation was introduced during my time there, which was a small step forward.
Cons
Cons: Very high turnover: About five employees were offboarded during my time employed—clear signs of instability and poor employee retention. Little to no onboarding or training at the time of hire: The owner rushes to get people onboarded and does not prioritize training, Largely because there are no internal standards or processes in place to train on. New hires are left to figure things out on their own from day one. Disorganized operations: The environment is extremely disorganized. There’s no clear system for managing tickets, projects, or responsibilities, leading to confusion and duplicated or dropped work. Lack of technical depth: The company and owner lack core MSP knowledge, especially around cybersecurity. As an example many of their clients don’t even have MFA configured. Small, loosely structured team: The company consists of four technicians. Two are assigned full-time to a single client, leaving only two others to manage the help desk and onsites for the remaining clients. When onsites are needed there is no communication of who is onsite, Which can lead to one or no technicians working on help desk and answering phones. Work is often left incomplete: Projects and tickets regularly go unresolved or sit half-done with no follow-up. The owner himself frequently starts projects and never finishes them, often abandoning them mid-way without communicating or assigning someone else to complete them. No physical office: Despite the website listing office locations, there is no actual office—work is remote. Low pay, no benefits: Compensation is below industry standards. Pays hourly and no medical insurance, no 401k, and only recently added paid time off. Absent leadership: The owner, Robert McNicholas, is rarely engaged and provides little to no direction or communication to the team. No company vision: There is no clear roadmap, strategy, or professional development path for employees. Misleading rebrand: Formerly known as Techspert Services, the company rebranded to Definit Solutions LLC—but the same core issues remain unchanged. Questionable billing practices: The owner is not upfront with clients about hardware and equipment pricing, often marking up retail items by 100% to 300% without added value or transparency. This caused several issues with clients sending in tickets to the help desk for complaints about over charging for projects. Questionable legal agreements: At the time of hire, employees are asked to sign overly broad and aggressive legal documents that heavily favor the employer.
