Pros
- You will gain experience by handling tasks from other teams that they are unable to resolve. - You have supportive and good colleagues in your team. - You are able to manage your roster duty within the team, as long as there are no operational issues. - You will gain knowledge on handling issues in different ways, as long as the issue is resolved. - You will become more responsible and serious when managing higher severity level cases.
Cons
- There is no clear workflow, and your actual job scope was not clearly explained when you first joined the environment. - Sometimes you will receive tasks beyond L1 troubleshooting from programmers, technicians, supervisors, or other teams for learning purposes. However, these tasks may not contribute to your KPI. - Management may micromanage by closely monitoring your tasks and repeatedly questioning your job scope. - The handbook is frequently updated without clear explanation, and changes may lead to issues or confusion.