I still work at RJ in IT and am in a senior FA support role.
Many good techs who have been doing 2nd level support only for years are going to be forced to start helping take 1st level support calls because of the high volume of calls and not enough people to take them.
Does this sound like IT is overstaffed?
The morale is very bad and all the good techs will leave and go elsewhere.
Service 1st to Service last.
Sooner or later the FAs who are used to good service will see this and go to other firms.
The new FA apps are already failing miserably and are down all the time.
RIP old RJ