IT Burn Out - Remote Support Engineer Utilize Employee Review

The workload is simply unrelenting, you're expected to pick up 20+ tickets a day while working on a backload of 30 average. The "team leaders" feel like they give you no actual support or help, they are only there to assign calls out and bark at you to answer the phone. We are always encouraged to just escalate our tickets ASAP to get longer ones off of our desk to keep numbers down on our team so we never get the chance to really learn or progress. Feels like we are always understaffed and could do with double the amount of people for the constant tide of new customers. My immediate manager was good, but it feels like they struggle to hire new people before existing staff get burnt out due to the workload and leave. The team at its core are good but everyone feels very stressed constantly due to the pressure to "meet KPI" while also having to firefight your existing queue of calls based on which customer complains the loudest. There is a clear divide in happiness levels depending on what section of the company you work for, some of the extremely positive reviews listed almost sound like direct word for word quotes out of the company handbook. The company does put on fancy events for Christmas each year now (on weekends) but you have to attend under threat of discipliniary if you dont, even so far as all staff being given new contracts to ensure its included.