High Expectations, Mediocre Pay, Low-Effort Management - Tier II Technical Support Optimal Networks Employee Review

-Limited career advancement unless local to home office (Maryland). -Unspecified or outdated SOPs resulting in an unclear escalation path/wasted time trying to understand procedure. -Unrealistic metrics, with management aiming for 90% utilization, which is well above industry standard. -Lack of clarity on job duties across departments, resulting in confusion when escalation or client ticket transfers are attempted, -Discussions with HR for a range of issues resulted in no noticeable actions taken, nor follow-up. -Understaffing across departments with seemingly no plans to correct. -Upper management will often contradict itself, sometimes in the same meeting, and will not further clarify if pressed. -Pay does not match expectations, raises underwhelming. -With the understaffing, training is chaotic at best for new hires, as shadowing current employees has historical been a large portion of onboarding. -Advertises a culture of excellence but does not provide the resources to achieve this.