1. On-call - yes on call is terrible where ever you go in IT, but having to be on call on a rotation where you are expected to work your 8-5 shift and expected to be on-call all night all week long. With a huge customer base this can keep you up all night long and expected to be at work first thing in the morning. Being on-call means you can't leave your house from 5pm-8am because you have to respond to the customer within 20 mins. The did eventually put in a out source to handle all the alert noise at night, but was constantly escalated to for non issues.
2. On-call compensation - If you were to put in 30 hours over time, you are only compensated for half the time. 15 hours of PTO
3. Sr Management - It seems like they were out of touch of on the MSP side of things and didn't really know what was going on. Complex policies would change every day which was stressful and confusing to keep up with. Management can be heard through walls at times chewing out someone. Talk about being on pins and needles. UTG claimed to be a Godly/Spiritual company. Could have fooled me. Forget about having management listening to any opinions. It goes through one ear and out the other.
4. Micro Management - You have to show 40 hours on your time sheet. Each ticket you work adds up to the total 40 hours a week. Regardless if you get constantly interrupted continuously during your shift you must show 40 hours. It was really hard to create a ticket for every time you get interrupted. Management only cared about seeing 40 hours or more on your time sheet.
5. Lack of knowledgeable engineers - Again hard to show 40 hours on your time sheet due to the constant interruptions from multiple entry level techs asking questions on how to do their job. Don't' get me wrong, I love helping people, but in this environment its really hard to. Which brings me to my next point.
6. THE GRIND - 1000s of alerts a day. With being short handed and no help we would work through our lunch times and breaks just to get tickets done. Then we were told to take mandatory breaks, but tickets started to stacking up and that was out the door. Got chewed out because SLA's were bad. I was 99% thinking of quitting IT which I REALLY love and changing careers because of this company.
7. It seems like the PS and Sales side of the business was only loved and congratulated. The MSP side seemed like the red headed step child of the company. Everything we would do good, we received negative feedback.
