Pros
I worked there for almost 3 years starting out with no technical skills, my first year was spent dedicated doing mundane work for a specific account. They did a re org and collapsed my group into the general L1 support group, I was given a new manager and new director. The weird thing was unlike my previous director this guy would attend the team meetings and had an open door policy. When I spoke with him he actually seemed to genuinely care about my career development. He was very technical and built labs for his engineers to use but made them available for the L1 resources who wanted to learn to use. I got assigned to a specific account and got to work with an L2 engineer which allowed me to learn and develop which helped tremendously further my career. After about a year they did another re org and my manager got reassigned to focus on the company effort to grow resources overseas. I got assigned a new manager and new executive director. My new manager was inexperienced and the executive director wanted to take the team a less technical direction. He was not a hands on guy and I don't think he understood the technology we worked on. I was forced to answer phones again and which reduced my time spent learning with the L2 engineer.
Cons
The manager and director you report to ultimately determines the opportunity you will have from a learning perspective. In my roughly 3 years there I had 3 managers and 3 different directors, it wasn't until I was aligned with the engineering team director that I got an opportunity to learn something worthwhile. That should never be the case in any organization but it seems like the resources I worked with understood this to be the case as well. Also the raises every year were minimal and did not keep up with the market value for what people learn. That was evident by the constant loss of tenured resources. They also are trying to replace full time resources with contractors who they will find out will learn and then jump ship for more money.
