Avantages
The clients, for the most part were great to work with. Far more understanding of being perpetually short-staffed than they should have been. The remote staff was generally knowledgable, and got things done (with a bit of nudging).
Inconvénients
The root of lots of issues is that the owner is rarely in the office. I understand the need for meetings, but you need to pay more attention to what's happening in the office. They let the politics get out of control, which was impressive, when there's only 5 people in the office. Outsourcing a large portion of the service desk lead to longer wait times, and clients that complained. When I tried bringing up this feedback, I was called a racist. No. The numbers showed it. There were several times where we'd have staff last less than 2 weeks. Whether this was due to misunderstandings or outright lying about job responsibilities is between management and the previous people. Additionally, the owner bragged that he could get reviews removed from here, and required staff at one point to post positive reviews. Work/life balance is non-existant. I worked, often overnight, just to come in and get harassed every morning. Half the time just trying to keep things running, the other half fixing issues caused by other technicians. As far as systems go, the mix of programs that are used leads to missed documentation, missed hours billed, shoddy asset tracking, etc. It was a mess.