Tech support - IT Tech Support Pixel Inspiration Employee Review

Whilst I struggled to keep up with the expectations of my role compared to my team members, I was never looked down on for this. I was provided temporarily with lower targets to reach and weekly catch up calls with a supportive team member to get me back up to speed. I had many issues at the time with my mental health. Pixel provided me with plenty of resources to help, such as a support phone line. The resources provided weren't fantastic, but it was amazing to know that my employer actually had my back through a tough time. Along with this, my team worked closely to get me back into the rhythm of the role. Workload was okay once you got used to the pace. SLA's are realistic and attainable, however some KPI's felt a little high. Many clients were wonderful to work with over the phone, as were the engineers employed by Pixel. Some 3rd party engineers had bad attitudes though. The support team leader is a great guy. He is super busy so can be hard to get a hold of at times, but never had a bad interaction with him. Very calm and considerate. Team members always there to help if you are stuck. They will join calls with you and provide you with their screen so you can watch and learn the fix. Very helpful.

Small bursts of micro management when it got particularly busy, which would make an already stressful situation worse. Expectation to call clients based in other countries such as Germany, with the hope that maybe one person on site speaks English! Luckily as I was leaving, the small team Pixel have in Europe were expanding and taking on more responsibility of these calls. Also a team member fluent in German was hired, which was a big plus. Could be more communication between teams. As whilst I knew the names of our client managers, I couldn't put a dace to the name as the support team and client team were in separate parts of the office divided by a wall.

Relaxed, they encourage work-life balance

Don't celebrate success much, it's more a culture of finger-pointing when things go wrong