Higher-level engineers are tasked with the work of 4-5 engineers and end up putting in between 50-60 hours a week on average. While they will be flexible and allow you to leave early/come in late this is because you are sometimes putting in very late nights to work on items that other engineers just can't. They also have a hard time recruiting anyone who is a higher level, this is partially due to compensation which while below average isn't horrible but it's mostly due to the fact that who want's to make 80k doing the work of five people when you can work for one of the many contractors in the area, work less hours, get paid more, receive better benefits, and just have an overall better quality of life.
The day-to-day operation is just built on lies upon lies, your constantly having to make up reasons to clients about why their issues are not resolved because no one has time to really give their issue the time and attention it deserves to fix it correctly. Having to lie to vendors about the reason an issue is happening to give the impression to the client that it's the vendors fault the problem is occurring. Having to lie to bill collectors who try to call and collect on various bills that the company has not paid. Worst of all having to lie to yourself that this is normal for a managed service provider and you won't be able to find something better because you definitely can. They will even try to bribe employees with gift cards to come post positive reviews on this site because they are always trying to find the easy way out of fixing a problem.
The benefits are nothing great, you only occur about 5 hours of leave each pay period and there is no separation of personal and sick leave that you see in most companies as it is combined here. You only get off five holidays a year, even days that are typically slow (Christmas Eve, Black Friday, etc) staff are forced to work most of the day while most of management takes the day off.
You will also be added to an on-call schedule, this is usually something standard for most IT related jobs especially in the MSP industry. The problem with the on-call structure here is that there are no expectations set with the client about what constitutes an on-call issue. Clients will call in after-hours outside of their contact to request support on non-critical issues or just issues that fall outside of their contract altogether. Automated alerts that are configured for managed machines make it a guarantee that you will not sleep the week you are on-call and the best part? You get a whopping $100 of compensation for the week, well really closer to $65 after they take the taxes out of it.