Arkansas technical support engineer employment contract template

Arkansas Technical Support Engineer Employment Contract

This Full-Time Technical Support Engineer Employment Contract (the “Agreement”) is made and entered into as of this [Date] by and between:

• [Employer Name], a company organized under the laws of Arkansas, with its principal place of business at [Employer Address] (“Employer”), and
• [Employee Name], residing at [Employee Address] (“Employee”).

Employer and Employee agree as follows:

1. Employment

• The Employer hires the Employee as a Technical Support Engineer, and Employee accepts such employment. This agreement is governed by the laws of the State of Arkansas.

2. Job Title and Responsibilities

• The Employee shall hold the position of Technical Support Engineer.
• The Employee’s primary responsibilities include, but are not limited to:
  • Responding to end-user technical issues via phone, email, or in person.
  • Troubleshooting hardware and software problems.
  • Logging incidents in the company’s ticketing system.
  • Communicating with customers regarding issue status and resolution.
  • Monitoring system performance and identifying potential issues.
  • Escalating tickets to appropriate teams or individuals.
  • Providing remote and onsite user support.
  • Preparing technical documentation and knowledge base articles.
  • Compliance with applicable service-level agreements (SLAs).

3. Required Skills and Certifications

• The Employee is required to possess the following skills and certifications:
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and customer service skills.
  • Proficiency in [Company-Specific Systems].
  • Experience with CRM/ticketing tools such as [CRM/Ticketing Tool Name].
  • Knowledge of data privacy and security principles.
• Option A: CompTIA A+ Certification preferred.
• Option B: Microsoft Certified Professional (MCP) or equivalent certification preferred.

4. Reporting Structure

• The Employee will report directly to [Supervisor Name], [Supervisor Title].
• Escalation processes will follow the established company procedures outlined in the employee handbook.
• The Employee is expected to adhere to the company's customer communication etiquette guidelines.

5. Work Location and Travel Requirements

• The Employee's primary work location will be at [Work Location, e.g., Company Office, Remote] in Arkansas.
• Option A: The Employee may be required to travel within Arkansas to provide onsite support. Travel expenses will be reimbursed according to company policy.
• Option B: The Employee will work remotely and will not be required to travel.
• The Employer will provide the Employee with the necessary equipment, including a [List of Equipment, e.g., Laptop, Phone, Diagnostic Tools].
• The Employee must adhere to the company's data security and privacy protocols for remote technical support.

6. Employment Status and Work Hours

• The Employee is employed as a non-exempt, full-time employee under Arkansas labor law.
• The Employee's regular work hours are [Start Time] to [End Time], [Days of the Week].
• Option A: The Employee may be eligible for remote or hybrid work arrangements, subject to company policy.
• The Employee is eligible for overtime pay in accordance with Arkansas minimum wage and overtime provisions.
• The Employee is entitled to meal and rest breaks as required by Arkansas law.
• The Employee is responsible for accurately tracking their work hours using the company's timekeeping system.

7. Compensation

• The Employee's base salary/hourly rate is [Salary Amount] per [Pay Period].
• Overtime pay will be calculated at [Overtime Rate] times the Employee's regular hourly rate for hours worked over 40 in a workweek, as required by Arkansas law.
• The Employee will be paid [Payment Frequency] via [Payment Method].
• Option A: The Employee may be eligible for incentive bonuses based on customer satisfaction or issue resolution metrics. Details of the bonus plan are outlined in [Bonus Plan Document Name].
• Option B: The Employee may be eligible for on-call or after-hours support pay as per company policy.

8. Benefits

• The Employee is eligible for the following benefits, subject to the terms and conditions of the applicable plans:
  • Health, dental, and vision insurance compliant with Arkansas standards.
  • Paid time off (PTO).
  • Sick leave.
  • [List of Holidays] recognized as company holidays per Arkansas law.
  • Short- and long-term disability insurance.
  • Life insurance.
  • Retirement savings plan [401k or Other].
  • Option A: Tuition or certification reimbursement relevant to technical support roles.
  • Option B: Reimbursement for business travel within the state of Arkansas.

9. Intellectual Property

• All technical scripts, support manuals, system modifications, and any tools developed by the Employee during the course of their employment are the sole property of the Employer.
• The Employee must obtain written authorization from the Employer prior to using or contributing to any open-source software.

10. Confidentiality and Data Security

• The Employee acknowledges that they will have access to confidential customer systems, internal documentation, passwords, and sensitive company and customer data.
• The Employee must comply with the Arkansas Personal Information Protection Act and all company policies regarding data security and confidentiality.

11. Behavioral and Performance Standards

• The Employee must comply with the company's IT and cybersecurity policies.
• The Employee must use remote access solutions responsibly.
• The Employee must report any security incidents immediately.
• The Employee must maintain professional communication standards and adhere to customer interaction protocols.

12. Company Property and Equipment

• The Employee is responsible for the proper care and use of company property and equipment, including laptops, phones, and diagnostic tools.
• Upon termination of employment, the Employee must return all company property and equipment in good working condition.
• The Employee is liable for any loss or damage to company property caused by their negligence or intentional misconduct.

13. Non-Compete, Non-Solicitation, and Non-Disclosure

• Option A: The Employee agrees to a non-compete agreement as a condition of employment. The non-compete agreement complies with Arkansas law and is limited in duration, scope, and geography to protect the Employer's legitimate business interests. (Details of the non-compete are in Exhibit A.)
• The Employee agrees not to solicit the Employer's customers or employees during and after their employment.
• The Employee agrees not to disclose any confidential information about the Employer's business, customers, or employees.

14. Termination

• This is an at-will employment relationship, and either party may terminate the employment at any time, with or without cause, subject to any applicable notice requirements.
• Option A: The Employee is required to provide [Number] days' written notice of resignation.
• The Employer may terminate the Employee's employment for cause, including but not limited to customer complaints, security violations, or repeated support failures.
• Upon termination, the Employee's final compensation will be paid in accordance with Arkansas law.
• The Employer will provide the Employee with information regarding COBRA and other benefits continuation options, if applicable, per Arkansas law.

15. Anti-Discrimination and Harassment Policy

• The Employer is an equal opportunity employer and prohibits discrimination and harassment based on race, color, religion, sex, national origin, disability, age, or any other protected class under the Arkansas Civil Rights Act and federal law.

16. Workplace Health and Safety

• The Employer is committed to providing a safe and healthy work environment in compliance with Arkansas requirements.
• The Employee is covered by workers' compensation insurance as required by Arkansas law.

17. Dispute Resolution

• The parties agree to attempt to resolve any disputes arising out of or relating to this Agreement through good-faith negotiation and mediation.
• This Agreement shall be governed by and construed in accordance with the laws of the State of Arkansas. The venue for any legal action shall be [County Name] County, Arkansas.

18. Training and Professional Development

• Option A: The Employer requires the Employee to complete specific technical support training or certification programs.
• The Employer may reimburse the Employee for the cost of approved training or certification programs. If the Employee's employment terminates prematurely, they may be required to repay a portion of the reimbursement according to company policy.

19. Data Retention, Logging, and Privacy

• The Employee must adhere to the company's data retention, logging, and privacy protocols for all technical support interactions, in compliance with Arkansas data privacy requirements.

20. Acknowledgment of Policies

• The Employee acknowledges receipt of and agrees to abide by the company's employee handbook, technology use policy, and workplace conduct policies.

21. Accommodations for Disabilities

• The Employer will provide reasonable accommodations for employees with disabilities, in accordance with the Arkansas Civil Rights Act and the Americans with Disabilities Act (ADA).

22. Amendment

• This Agreement may be amended only by a written instrument signed by both parties.

23. Integration

• This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications and proposals, whether oral or written.

IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first written above.

____________________________

[Employer Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

____________________________

[Employee Name]