Pros
Imagine IT is easily the best place I've worked in my career, which includes a ten years and a half-dozen jobs across different-sized organizations and industries. Working for an MSP means that you're a revenue generator instead of a cost center. Imagine IT recognizes that it's their techs that drive customer satisfaction and profitability, and they invest in them with training and a profit-sharing program tied to individual and team goals, many of which are educational in nature. There are tons of opportunities to learn new things due to the diversity of the technology we support, and experienced technicians who aren't so worried about protecting their corner of the kingdom they'll actually teach you things. I actually enjoy that the company demands accountability. It makes it really easy to succeed here. The expectations are clearly outlined in the core values, and processes and procedures are designed to reinforce those behaviors. More than anywhere else I've worked it's easy to tell when I've had a good day, because the metrics for success are transparent. Perform the technical work assigned, updating my tickets as I go, and making sure that documentation is thorough and up-to-date for any related items. It's pretty basic stuff. This is a place where if you work hard, and show that you care about the company, its Partners, and your co-workers, you will do well here. If you're lazy, and/or can't be bothered to adhere to the clearly defined expectations for you job, chances are you'll be moving on. Got down time (admittedly a rarity)? It's expected that you work on your individual goal or ask around to see if any other teams need help. Need a break from the grind? Play a game of Rocket League on the PS4. Wrapping up your day? Grab a beer from the fridge, and an all-natural organic snack from the fully stocked kitchen and hang out with your co-workers for a bit. Aside from courses that cost thousands of dollars to attend, I've never heard anyone be turned down to attend an educational event or obtain learning materials to pass a certification exam. Exam costs are reimbursed upon receiving a passing grade. This really is an industry standard, now, so it's good that they adhere to it. Work hours are good for the most part. If you work long hours one week they are pretty good about giving you time off that doesn't count against your PTO. They work hard to keep the Partner base mostly 9-5 organizations. No retail, so no fires to put out on holidays. Sales team doesn't over-promise in the way I've seen other organizations set up the Professional Services or Service Delivery apparatus for failure.
Cons
The days can be long here, at times. Eight hours at a minimum, and despite efforts to make that a maxiumum, it can spill over. An average work week for a salaried employee is probably closer to 45 hours than 40. This is all relative, though. I tell my friends elsewhere I worked a 50 hour week and they laugh in my face. Besides, see the above comment about getting the time back if you ask for it. There have been times in the past when have been dropped in company-wide gatherings that could have been handled better. For example, if you're going to criticize the entirety of your service delivery operation, make sure the message is well-crafted to ensure you're focusing on what we do well in addition to what we need to improve. "We know you guys are working hard," isn't much of an attaboy. Wearing two, three or even four hats isn't uncommon - hey, it's a small business. Getting pulled in a number of different directions can be difficult to handle, but when you reach out for help you'll get a hand outstretched in return. Sometimes this takes being very vocal/persistent. While this place tries to be welcoming to anyone, it's not necessarily the right place for everyone. The humor can be brusque, and there're a lot opinionated people working here. No one is disrespectful, but be prepared to hold your ground and engage with determined (and at times stubborn) people.