Pros: fairly high salary for the position at the time.
Cons: toxic management and no support structure.
When I first started at Valard, they had recently transitioned to insourced IT and had recently been picked up by Quanta Services, giving them significant resources and network structure. The IT Manager wanted to create a helpdesk that had a great face to face presence, that didn't have people on hold, and had a great turn around time. Due to needing 6AM - 6PM coverage, we definitely were overstaffed, but as such did not run into crunches during outages, sick days, vacations etc.
Techs were hired based on their ability to learn and work independently. And I do mean independently. If someone on the desk couldn't figure something out, it wasn't getting done. There was no tier 2, and the help desk manager came from a software development background. This lead to the hiring process picking out very headstrong techs, including myself.
As the company grew, the service side of the IT department was fairly stagnant. Software development grew to near triple the size of the service desk, and were sheltered from having to deal with clients. Applications were developed with little to no user input, and devs were against talking to clients, including a new ticket tracking system. Even official channels for suggesting improvements were met with a brick wall.
The longer I worked there, the more it was apparent that management was more concerned with appearances than they were with getting things done. Calls for additional support was met with new middle management being introduced, and more reporting which increased workload and decreased efficiency. Requests from experienced techs to work – more... afterhours to get queues down were ignored, until management quietly worked with the new inexperienced techs on weekends, usually causing more work than they did.
Eventually dissent among the ranks boiled over and management became to take steps to remove those they view as uncontrollable, notably the headstrong techs they hired originally for being able to do their job. – less