Pros
- Company provides fairly good benefits (medical, dental, vision). - 401k fully vested starting nearly immediately. - The senior level/executive management team seems to be driving the company in great directions. - You get a paycheck
Cons
- Poor middle management for the managed services side. I've never seen management work so hard to keep people that have tried so hard to get fired. It destroys morale knowing that the people blatantly doing nothing with metrics to prove it will receive the same paycheck as you. - Poor salary offerings with poor growth. Expect to be holed into your title/tier for a long time. I've seen people that have been here for 5+ years stuck on the same team as management hires outside the company. - Terrible problem resolution rate. Middle management and the delivery teams rarely act upon the information given to them in regards to this. As such there are a lot of tickets that generate needlessly for issues that are known to the customer and management. - No loyalty from middle management to the engineers below Tier 3. Defending yourself against customers AND management is the norm when the issue is related to customer maintenance that impacted our ability to support them. Accusatory undertones from management (guilty until proven innocent) - Poor to no processes. Many processes are incomplete or non-existent. This leads to complete confusion when middle management on the managed services side decides to "correct" or blame the engineers for not following a procedure that no one has ever heard of. - All the talented engineers are finding jobs. Talent retention is not possible under the current conditions. - High stress environment. When I leave for the day, despite working on a 24/7 team, I have no confidence that the tickets I hand off for the day will be handled in the same diligence that I put in. It's not uncommon to have your support tickets: 1. Closed without further action 2. Ignored completely (hope that no one notices because management can and will fault you) 3. Completely mishandled. Skill levels vary and if you are at a higher level than the engineer they will fall back to what they know rather than what the next steps are that need to happen. It wasn't uncommon to troubleshoot an issue and have a lesser skilled engineer roll back any progress you made, repeatedly. If it is not within the skillset of the current engineer on shift it gets put into a hold state or passed off the next morning. - Poor coverage on shifts. Everyone is working 12 hour shifts and we have 1 or 2 engineers at the maximum working on any one shift. Which leads me to... - Want to take some time off? You first need to find someone to work your shift (not likely to find anyone) and then you need to talk to management who urges you to work the days no coverage can be found - There is no vertical growth, no training opportunities, and no support to do so yourself. Buying study materials to enhance your skillset? Logicalis can cover a book of $25 or less value. Get a certification that Logicalis can use? It helps the company as they use that accreditation, but you will receive no raise/bonus/promotion anytime soon. - No escalation paths available. Have an issue that the customer is unresponsive about? You now own a ticket that will last months while management constantly is on you to resolve. Escalate to the customer delivery management team with no help, escalate to management with no help, escalate to the account exec and no help. Good luck. - The team I work on has a large number of engineers. Of that large team I could count on my hand the people who are helpful and handle tickets correctly. A recurring issue and review of previous incidents leads to 1 ticket with any helpful notes and 37 tickets with the words "alarm cleared" after the issue had resolved itself in monitoring.
