Pros
- Good place to start your career, you will learn a lot in your first year - The team and supervisor are helpful and they will answer your questions so that you can improve - If you work weekends and night, there will be only 3-4 people and it's a very relax atmosphere to work in - Many different cases/support tickets, at level 1 you will work with Windows, Linux, cPanel, DNS, email issues, spam infection, etc etc.. - Salary has improved in the last year, if you are new to this career it's a good pay to start and you get a good raise if you are promoted to level 2 support
Cons
These are not flaws with the company, more like the challenging realities of a job as tech support. Read this and decide if this job is really for you or not. - shifts: 24/7 schedule and 6 week shift rotation (day/evening/night), the supervisor does their best to accomodate everyone's preference but sometimes you will get stuck with a 6am or night or weekend shift you don't want. If you prefer the normal 9 to 5 week job, you will find it difficult. - since this is a technical support job, you will face some "special" clients that have ridiculous expectation or do stupid things.. patience is essential, managing the client's expectations as well. - phone calls, if you do night shift be prepared to call a client in India to tell him that his server has been compromised by malware or rooted by chinese hackers and he needs to reinstall everything. - multi-tasking: be prepared to work on 2-3 different ticket at once, and be able to divide your attention between several tasks. The attitude in technical support promotes solving issues fast, and you will be expected to reply to a client within a 2-4 hour SLA. - Stress: the shift rotation, the "special" clients, and mistakes that you will make when you learn make this a difficult job to do for a long time, in my opinion. Physically, sitting in the chair for 10-hour shift, I had a lot of back pain and I gained 20 pounds in 1 year (make sure to adapt your diet and exercise habit, I did not and payed the price) - internal tools: since iWeb is an old company, a lot of the tools used internally and some of the services sold to clients are out-of-date and will never be updated. Expect to learn to work with some interesting software that has almost no documentation, you can only learn by asking the guy next to you who was there longer, or figure it out by yourself. I can't blame them for this, it's just the reality of a large company - it takes a long, long time to restructure and implement new tools and services because we cannot have any downtime.
