Pros
Easy. Can wear no pants while working. Doesn't take a lot of skill to perform job well. Great way to get an IT related job on your resume. The only reason I'd recommend this job is if you don't have another option.
Cons
Management doesn't pay attention to employee morale. Constantly on your butt to improve call time, no matter what the issue is. You are force to support equipment that breaks at the drop of a hat. You have to deal with the repercussions of absolutely incompetent installation techs as well as initial support. Lower management is full of incompetent supervisors who say what needs to be done and are not the ones taking calls... (oh wait, let's apply this to ALL management instead) Regularly make policy change to fit the numbers instead of listening to employees. (More often than not, the changes hurt metrics than help). Confirmed source: Attrition rate for SDC for the past 1 year is about 54%. That means more than half the people they've hired in a year, have quit.... There are few if none RSTs who have worked at the company more than 1 year.