Pros
It was an excellent experience; you touched many current and legacy hardware pieces, forcing you to think outside the box to troubleshoot effectively. Support: Mattermost chats were very effective at facilitating communication within the dept and if you were stuck on something it was a very useful tool to reach out for help. Coworkers: The best part of the department was the people in it; everyone was from a diverse background and taught me so much about the field of IT and how to be a better IT professional, which is still helping me two years later. And I am still friends with a lot of them.
Cons
Workload: at the time I worked there, the expectation was you take a call and work 3 chats at all at the same time, which usually meant you would have done poorly on all of them as it was not possible to do a good job on all of them, and I was not the only one that felt that way. Communication from Management: Expectations were never clearly set by my manager and would shift from week to week. One week, you would be told you were doing fine and your numbers were good, then a week later you would be told everything is wrong and have been wrong for the past 3 weeks. When asked specifically what good performance would look like or what numbers would be acceptable, I would only be told a non-specific answer.