Pros
Good learning experience to develop skills to transfer to another company. Support Technicians build universal skills with Windows servers and terminals, scripting, network troubleshooting, and remote support that are applicable in the general IT field along with NCR Encor experience that's only really applicable to grocery point-of-sale but is valuable within that small field of IT.
Cons
Skill building is only rewarded with more work. Management intentionally inhibits communication and insists that communication be done only through direct chain of command where issues that should be addressed with other departments are repeatedly ignored in hopes that someone in the support room works overtime to make up for any neglected duties from L3 or other departments even if they are not equipped to do so. Management intentionally hides all vendor documentation from the support room. Management neglects to define any distinction between L1 and L2 technicians, so management cannot trust support technicians below L3 with basic techniques like batch scripting because of that neglected distinction, and there are unqualified unfairly favored individuals in L3 that can't be trusted with batch scripts which exacerbates that issue.