Pros
Very talented and knowledgeable technicians in all levels, although resistant to help or teach at times. If you hit that stuck point, you will find someone in Masergy that knows the answer like the back of their hand, getting them to divulge however is just as challenging as working the issue sometimes. Opportunity to learn how to support and manage a large range of network/telcom equipment and customer networks, is a great way to start your career. You routinely do what are Tier 2 level tasks in other companies, as a Tier 1 at Masergy. Unlimited Overtime is a definite potential plus, however, working 7/15's for 12 is slightly challenging to make that ac Benefits are above industry average right now. ~$230/month for a family plan with a 90/10, $1000 deductible plan is pretty good. Short and Term Disability are included. Bonus is also above average. Good Vacation/PTO/Sick Time (all 3 are separate).
Cons
In short, operations is a ship sinking with no effort to actually plug the holes or right the ship from the wheelhouse. Only work harder and bail faster. You will be working 12 hours shifts; which the 3 and 4 days off you get is great, however, you will be asked to work 15 hour days or to come in on 2 or more of those days off as standard procedure. You will be on those 12 hour shifts until which time you should leave the company or dept. You will work whatever holidays happen to fall on your shift year in and year out unless you take vacation, but even then your not really getting a break, as the amount of work that will spill over will mean the center falls that much more behind when you get back. You'll have plenty of opportunity for critique and feedback. You will get to experience a new managers guidance and direction every 6-9 months as they aren't able to meet the task of keeping the ship afloat with the skeleton crew they are allotted. Daily visits from the Director to ask you why your on the phone for more than 10 minutes to troubleshoot an issue and that you need to do something about those calls that have been on hold for 40 minutes. VP visits are routine as well. Here you get to hear how they'd do it, and how when they were an analyst 9 or so years ago they ran the place with just them, so you must be doing something wrong . You'll also get the opportunity for 'constructive' push back and reminder of your position should you try and escalate an issue to Tier 2. In reality they are just as busy as you and everyone else are, because they are just as understaffed. This is great because it gives you the opportunity to spend an extended amount of time on one issue because of the first pass resolution that is preached. You'll need it though, as you'll be spending a large portion of that time waiting for applications and tools to come back to life for what seems to be a 3-a-day systems interruption regimen. Occasionally in this hold time you'll get a visit from the Lead to check up on you, but these are rare, and are not to mentor you, as they are usually tied up answering emails to their bosses as to why there are triple digit emails in the inbox and and why that astronomically high ticket count isn't coming down; as they pause to answer another irate customer phone call. All this can be yours for somewhere in the nature of $10k-$20k/year less than your Tier 1 peers across the industry. You will however get great experience that should allow you to get that next level position, just not internally, as there will most likely never be an opening for the next 2-4 years to advance.
