Pros
Benefits are decent. Workplace is clean. Free coffee. Our department was moved to a completely new and renovated building in January 2018. Discounted tv/internet**. Management is fair for the most part with realistic expectations. Occasionally lunch will be provided for free if we've been hit with a lot of outages. This position is a great stepping stone to a better position, but don't make the mistake of getting comfortable and stuck there.
Cons
Bureaucratic (adj.): overly concerned with procedure at the expense of efficiency or common sense. Thats the name of the game here.. A lot of the technologies and services we provide break quite frequently and the issues that customers call in about can become very repetitive very quickly. The non-customer facing engineering departments that we need to escalate these issues to are often extremely slow and under staffed and are quite often very arrogant when asked for help. You will escalate to engineering so they can do a simple task that takes 1 minute, but all of the processes involved in escalating to them is so bureaucratic, that it ends up taking over an hour -- sometimes a full day. This position is not difficult and challenging, but the issues get extremely repetitive. If you are an ambitious individual wanting to make a large impact in what you do, this probably isn't a good long term position to be in. It is hard to take yourself seriously in this position once you have been here a while. Despite being responsible for troubleshooting a dozen different services, very little (sometimes none) training is given on how to use the dozens of different tools and resources to fix these services. Many of these tools are outdated and some of the most important tools don't even work. One example is a bandwidth reporting tool that we use to see if the customer is over utilizing their circuit. Very important tool, but only works half the time if you're lucky. Support for these issues are almost non-existent. There is some subtle favoritism. A manager told me I couldn't take a certification test on company time, but that same manager was willing to let a colleague of the same status do so. Had to call out sick to take and pass my certification and got written up for it. Growing pains from the merger that completed in 2016 can still be felt. Charter killed the "employee family" atmosphere and efficiency that Time Warner Cable had. Time Warner Cable provided all employees with 100% free tv/internet services and it took just a couple of days to get them set up through the employee services portal. It takes several weeks to do that with charter now, and the services are no longer free for employees. Don't expect them to reply to your emails neither. Charter must've killed off that department in the acquisition.