Electronic Office Reviews

**Disclaimer: I brought all of these concerns to management prior to tenuring my resignation, waited over 9 months and was given the same excuses leading up to my final day. I was the only tier 2 for almost a year after the other resigned due to similar conclusions, the one before me shared my view as left for another job as well. I knew the last 5 and all are now gone with similar views, we keep do keep in touch. The company's internal 'helpdesk' team and management. Management consistently dismisses any internal issues and blames clients, the engineers to-date constantly mock client request and then ask elementary IT questions in the team chat daily (ex: laughing that a client doesn't know how to utilize the spam filter, than inquiring what the login URL is for them to do so). The pay variance is drastically inconsistent, some helpdesk are paid more than escalation points and/or sysadmins. The argument by management is the pay is "competitive to the area" but after researching the area & speaking with other opportunities, the pay is below market average by a very large margin. If you're really good at your job you will get 'stuck' in that position despite openings and better qualifications for the role. There is NO viable training for how to address client issues on proprietary software (ex: EHR applications). With all MSPs there is a "know vs learned gap" to be filled by training but when an issue occurs as a direct result of internal incompetence (ex: swapping OEM licensing from recycled computers or not understanding the difference in Office 365 licensing and blinding assigning them) the client is blamed instead of the 'engineer' being held accountable. When these concerns are brought to management they're brushed off as 1-off instances despite recurring problems as a result of these or similar actions. Meeting with management yields the same explanation every time of "we're talking about it in meetings." After months of no change & the same response, I tenured my resignation. The "engineer" that is taking over my role within a client office (by no fault of his own) is a student with no previous IT experience and management did not want to hear my concerns that he was not a good fit because because I was labeled as a "disgruntled employee" after resigning and the trainee was told not to listen to me during his training. On call shifts are statistically false alarms of unexpected patch reboots at 3am on the weekend, however if there is an actual issue the client is usually told "I don't know" in regards to solving their concern. There should be a training on how to address the automated alerts and a general "things you shouldn't say" class as this theme has appeared in countless complaints that landed in "escalation."

They are not willing to pay well, therefore have a high turnover rate. Three people left after they were promised raises upon moving up in the company (from the hardware tech side to the "engineer" side of the company - raises never happened so they left). Also when you did receive a raise, it was for pennies. The training is laughable. Mine consisted of watching and reading about their time-keeping program, and it included lots of information not related to my position. A member of the management team runs the company and has been heard yelling at the top level manager when he did not agree with her (yes, in an office full of people, during business hours). This member of the management team is also confrontational with employees and other management. A real detriment to the organization. There were also lots of "emergencies" where their main client would want something done and you would be forced to stay after hours and go pick up trash in the client's comm rooms or similar mundane tasks.