Don't Work Here - Network Technician GLS - Global Linking Solutions Employee Review

I've never worked at a job before that simply cared about numbers and I hope to never again. GLS is that place. The average ratio of customer to tech is about 20 to 1, meaning that the ratio of problems that you'll need to fix for that customer is about 100 to 1. Management expects that your average amount of issues worked in a day is around 200. With those kind of SLAs to manage, you'd expect training to be very extensive and regimented, right? At GLS, you'll spend one day shadowing a "senior" tech with a whole 4 weeks of tenure, and then you'll be put on the phones the next day. Your first write up usually comes after the third day. In addition to trying to guess what the demands of the several hundred customers you have are, you'll also need to guess what the ever-changing demands of your managers are. Since technicians are rightfully leaving the company as soon as they can, you're too understaffed to manage your schedule and incoming phone calls with the amount of people that you have. Your managers' solution to this is to pull you away from work by berating you with constant phone calls and instant messages. They teach managers-in-training to harass you by posting your ticket numbers in the group chat in BIG, IMPOSING FONT. There is a huge morale problem and a revolving-door turnover rate, but management simply doesn't care. Upper-management at GLS spends more time teaching their lower-management how to lie to customers about quality of service than teaching their technicians how to do their jobs. The people who are rewarded here are ticket pushers: They take an issue, ignore what the problem is or what the follow-up should be, and push it down the schedule for someone else to worry about. Often, a customer is begging the company for help, but the technician doesn't have time to read this plea and the request is ignored for literal months. The Scarlet Letter at GLS is the term "rabbit-holing." If you attempt to devote any small amount of quality to the issue that you're working, you will be labeled as such. Your managers will treat you like a second-class citizen and compare you to the other techs that pushed 300 issues that day with no resolution in sight. Managers aren't just terrible though, your technical point of escalation, the "project engineers," are a belligerent, ignorant, lazy group of individuals with no knowledge whatsoever. You could walk up to them with a 30-page thesis on what exactly the configuration issue is that is causing a BGP issue for a customer and they will grunt at you, tell you to process an RMA with the vendor, and go back to watching Youtube videos on company time. I've had to escalate issues to this team several times during my employment and I never received any useful information. Not once. No amount of thought is put into any issue that is brought before them. If you come into this job with any experience, or are unfortunate enough to stay long enough to gain any, you are rewarded with being responsible for all of the other teams' customers as well. You will be constantly jerked around and forced to work all of the other horribly understaffed teams. Since management doesn't talk to one another, you will then be questioned by another manager why you're not working on your assigned team. You will also be forced to train every new employee who somehow managed to pass an IT interview without knowing what a ping is. You'll be pushed to the mental point of breaking on multiple occasions; all for less pay than a Geek Squad member. The sad fact that this company has tied up all of the above issues into a semi-sustainable business model is solely thanks to the techs that they abuse on a daily basis. The company refuses to recognize this and chooses instead to perpetuate a long history of gaslighting to their customers. The ones that don't cancel their contracts have no idea what the actual quality of service is that they're getting from GLS. If you're a customer, go anywhere else. Your money isn't going towards competitive wages for quality techs or quality equipment. All of the software, from server operating systems, NOC monitoring and even to SOC analysis tools, is free and open source (techs are also punished for ever mentioning this over the phone to a customer). The computers that the techs use can't even run Chrome for long periods of time without crashing. If you're a potential employee, keep looking. You'd be better off working at a help desk. A majority of the reviews on this site are fluff posted by management.