A draining experience with no opportunity to branch out
Pros
Offers two work-from-home days per week. Decent starting salary for Level 1 support. Most Engineer coworkers were great to work with, so much so they’re probably the some of the best I’ve ever worked with. If general IT experience is something you’re after, you will get that here, the encouragement to do certificates is great as well.
Cons
Extreme workloads—handling 15-20 calls a day while managing 40+ assigned tickets, most of which required remote support and long phone calls. Unrealistic SLAs—expected to answer 80% of calls within 30 seconds despite the overall phone volume hitting 200+ calls between 9-5 and only 10 or so people answering at any given time. You’re basically hired to sit in a phone queue for 7.5 hours a day. Minimal career growth—promises of getting cyber/automation/networking experience are discussed with management, but never materialised, even if you have prior education or experience in said area. Barely any break time—only 40 minutes total for an 8-hour shift, meaning most of your lunch break was spent rushing back to your desk if you didn’t bring food with you to work.
