Pros
-Supervisors are freely available to lend an ear. -Comradery among technicians and staff. -Loose supervision, leave it to personal judgement calls on most scenarios. -Amazing insurance and benefits.
Cons
-Terrible on-job training (if any). Google is your god. -Pay is bad. Really bad. -Traditional Help Desk environment. Must hit x amount of calls/tickets per day. Be a mindless robot. -Calls/clients are varied, you pick up the phone and hope no one is screaming. -Toxic clients, management doesn't care. They are paying for this service, so they will walk all over you, blame you, and treat you like they are ordering off a fast food menu. Your college degrees and certs be damned. -Many tickets should literally be for higher pay-grade/tiered positions. You have techs calling you for help, going through OSHA procedure layouts for clients, or you're working on legacy hardware doing things like ghosting, cracking open some CLI, breaking out a subnet calculator, etc. -Tickets could be solved in 5 minutes (replace that mouse battery, ma'am), 4 hours (sure let's set up all your VPNs, PTP network, and IP Phones in one call, why not), or even days (hello Crypto+Enterprise clients with their own 3rd party techs; I'm doing your job for you getting paid pennies). -The above applies to closing shifts. Some calls will keep you in plenty of Overtime. Hours of it a week is not rare. -Techs work two jobs: many have to play the role of Customer Service Rep. -Promotions are mostly nebulous. Hit all your marks for months and get great reviews, but come in late less than 5 minutes or forget to clock-in for lunch, tough break. -Management tries everything in its power to not have to deal with clients. Have fun with those escalations. -Favoritism among staff/employees. You will see staff get away with doing very little, as you're working your butt off with no breaks. Take up smoking, too, since you'll get plenty of time to make lots of friends in high places this way, not to mention you get 4x more breaks.