Colorado technical support engineer employment contract template

Colorado Technical Support Engineer Employment Contract

This Colorado Technical Support Engineer Employment Contract (the "Agreement") is made and entered into as of [Date] by and between [Employer Full Legal Name], a [State of Incorporation] corporation with its principal place of business at [Employer Address] ("Employer"), and [Employee Full Legal Name], residing at [Employee Address] ("Employee").

1. Position and Responsibilities

Position: Technical Support Engineer

Responsibilities: Employee will perform technical support services, including, but not limited to:

• Diagnosing and resolving Level 1, 2, and 3 technical issues.
• Troubleshooting hardware, software, cloud services (e.g., AWS, Azure, GCP), or network infrastructure.
• Managing support ticketing systems ([Ticketing System Name]).
• Providing technical guidance via phone, online chat, and email.
• Maintaining detailed case documentation in [Documentation System Name].
• Escalating unresolved issues appropriately.
• Conducting remote and on-site customer support (within Colorado).
• Participating in on-call rotations.
• Performing system installations or upgrades.
• Delivering end-user training.
• Developing and maintaining internal knowledge bases and troubleshooting scripts.
• Monitoring system performance and identifying potential issues.
• Participating in root cause analysis of technical incidents.

2. Qualifications

Required Qualifications:

• Technical certifications (e.g., CompTIA A+, Network+, Security+, Cisco CCNA, Microsoft Certified Professional).
• Minimum [Number] years of experience in a technical support role.
• Familiarity with relevant technical products/services ([List Products/Services]).
• Up-to-date knowledge of industry-standard tools, security protocols, and compliance processes.
• Excellent communication and problem-solving skills.

3. Reporting Structure and Collaboration

Reporting Manager: [Manager Name], [Manager Title].

Department/Team: [Department Name] Team.

Peer Collaboration Expectations: Collaborative work with other Technical Support Engineers, System Administrators, and Developers.

Customer Interaction Protocols: Adherence to company standards for professional and courteous customer interactions, documented in [Internal Documentation Location].

Performance Metrics: Ticket resolution time, customer satisfaction scores ([Specify System, e.g., Zendesk Surveys]), and adherence to service level agreements (SLAs).

4. Work Location and Travel

Primary Work Location: [Company Office Address], Colorado.

Work Arrangement:

• Option A: Fully On-site.
• Option B: Hybrid (Remote [Number] days/week, On-site [Number] days/week). Remote work requires secure internet access and adherence to company's remote work policy ([Document Name]).
• Option C: Fully Remote (within Colorado).

Geographic Mobility/Travel Requirements: Occasional travel within Colorado may be required for on-site customer support or training ([Specify travel percentage or frequency]).

Remote Access: Secure remote access will be provided via [VPN or other secure method].

Company Equipment Use: All company equipment must be used in accordance with company policy and Colorado law.

5. Employment Terms

At-Will Employment: This is an at-will employment relationship, meaning either party may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Full-Time Status: Employee is a full-time employee, expected to work approximately 40 hours per week.

Work Schedule:

• Option A: Standard Workday: Monday - Friday, [Start Time] - [End Time].
• Option B: Shift Work: [Specify Shift Schedule].

Overtime: Overtime will be compensated in accordance with Colorado wage and hour law. Overtime must be pre-approved by [Manager Title].

Rest and Meal Breaks: Employee is entitled to rest and meal breaks as required by Colorado law.

Timekeeping: Employee is responsible for accurate timekeeping using [Timekeeping System Name].

6. Compensation and Pay

Base Salary: [Dollar Amount] per year, payable [Pay Frequency, e.g., bi-weekly].

• Option: Hourly Rate: [Dollar Amount] per hour.

Pay Frequency: [e.g., Bi-weekly, Semi-monthly].

Overtime Policy: Overtime will be paid at a rate of 1.5 times the employee's regular hourly rate for all hours worked over 40 in a workweek, as required by Colorado law.

Pay Transparency: Employer complies with the Colorado Equal Pay for Equal Work Act. Information regarding salary ranges for similar positions is available upon request.

Variable Compensation:

• Option A: On-Call Pay: [Dollar Amount] per day/week of on-call availability.
• Option B: Incentive Bonuses: Subject to meeting performance goals and company profitability, as outlined in the bonus plan documentation ([Document Name]).
• Option C: Technical Certification Incentives: [Dollar Amount] bonus upon successful completion of [Certification Name].
• Option D: Customer Satisfaction Bonuses: Bonuses based on customer satisfaction scores and feedback.

7. Benefits

Medical/Dental/Vision Insurance: Eligible for medical, dental, and vision insurance coverage as described in the company benefits plan documents.

Employee Assistance Program (EAP): Access to the company's EAP for confidential counseling and support.

Paid Sick Leave: Entitled to paid sick leave in accordance with the Colorado Healthy Families and Workplaces Act. Accrual rate: [Accrual Rate].

Vacation Accrual: Vacation time accrues at a rate of [Accrual Rate] per pay period.

Paid Holidays: [List Paid Holidays].

Personal Days: [Number] personal days per year.

Family and Medical Leave: Eligible for leave under the Family and Medical Leave Act (FMLA) and Colorado Family & Medical Leave Insurance (FAMLI) program.

401(k) or Retirement Plan: Eligible to participate in the company's 401(k) plan with [Company Contribution Percentage] employer matching contribution.

Disability and Life Insurance: Short-term and long-term disability insurance and life insurance coverage as described in the company benefits plan documents.

Flexible Spending Accounts (FSA): Eligible to participate in Flexible Spending Account programs.

Tuition/Technical Certification Reimbursement: Reimbursement for approved tuition or technical certifications, subject to company policy ([Document Name]).

Commuting/Travel Stipends: [Dollar Amount] per month for commuting/travel expenses related to field support.

Remote/Hybrid Work Allowance: [Dollar Amount] per month to cover internet and equipment expenses for remote/hybrid work.

8. Intellectual Property

Ownership: All inventions, processes, troubleshooting scripts, technical guides, knowledge bases, or other intellectual property developed by Employee within the scope of employment are the sole property of Employer.

Confidentiality: Employee shall not use confidential company or customer information in personal projects.

Disclosure: Employee shall promptly disclose all inventions to Employer and execute all documents necessary to assign ownership to Employer.

Outside Activities: Employee must obtain prior written approval from Employer before engaging in external consulting, moonlighting, or open-source contributions that intersect with Employer's business or client interests.

9. Confidentiality Obligations

Non-Disclosure: Employee shall not disclose sensitive data, including system passwords, technical configuration details, customer proprietary information, or incident reports, during or after employment.

Treatment of Information: Employee shall treat customer, vendor, and internal security information as confidential.

Data Destruction: Employee shall securely delete/destroy all data and physical materials at the end of employment.

Data Breach Reporting: Employee shall immediately report any suspected data breaches in line with Colorado data security statutes.

10. Compliance with Policies

Acceptable Use, IT, and Cybersecurity Policies: Employee shall comply with Employer's Acceptable Use, IT, and Cybersecurity policies, including those related to the protection of customer and client data under Colorado Consumer Data Privacy laws.

Prohibited Actions: Employee shall not engage in unauthorized access, downloads, third-party software installations, or use of unauthorized devices.

11. Post-Termination Obligations

Non-Solicitation: During employment and for a period of [Number] months following termination of employment, Employee shall not solicit employees of Employer to terminate their employment.

Post-Termination Confidentiality: The confidentiality obligations outlined in this Agreement shall continue in effect after termination of employment.

12. Professional Conduct and Reporting

Standards: Employee shall maintain professional conduct, customer interaction, and escalation procedures as outlined in company policy.

Reporting: Employee shall handle harassment or workplace violence according to company policy and Colorado law.

Documentation: Employee shall provide timely, complete, and accurate reporting/documentation of all support cases and incident tickets.

13. Anti-Discrimination and Equal Opportunity

Policy: Employer is an equal opportunity employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, sex, gender identity, sexual orientation, age, religion, disability, marital status, or military/veteran status, as protected by Colorado law.

Accommodation: Employer provides reasonable accommodations for employees with disabilities.

Retaliation: Employer prohibits retaliation against employees who make or support complaints of discrimination.

14. Termination of Employment

Voluntary Resignation: Employee shall provide [Number] weeks' written notice of resignation.

Involuntary Termination: Employer may terminate employment at any time, subject to applicable law.

Final Pay: Employee will receive final pay within the timeframe required by Colorado law.

Vacation Payout: Accrued unused vacation will be paid out in accordance with company policy ([Document Name]).

Equipment Return: Employee shall return all company equipment and access credentials upon termination.

Exit Interview: Employee shall participate in an exit interview.

Separation Notice: Employee will receive a Colorado Separation Notice upon termination, outlining eligibility for unemployment insurance.

15. Dispute Resolution

Informal Resolution: The parties agree to attempt to resolve any disputes informally.

Mediation: If informal resolution fails, the parties agree to mediate any disputes before resorting to litigation.

Arbitration:

• Option A: Any controversy or claim arising out of or relating to this Agreement, or the breach thereof, shall be settled by arbitration administered by the American Arbitration Association in accordance with its Commercial Arbitration Rules, and judgment on the award rendered by the arbitrator(s) may be entered in any court having jurisdiction thereof. The arbitration will take place in [City, Colorado]. Notice: By agreeing to this arbitration provision, you are waiving your right to a jury trial.
• Option B: (No Mandatory Arbitration) The parties agree that any disputes arising from this agreement shall be resolved in the state and federal courts located in [County] County, Colorado.

Governing Law: This Agreement shall be governed by and construed in accordance with the laws of the State of Colorado.

Venue: The exclusive venue for any legal action arising out of this Agreement shall be in the state or federal courts located in [County] County, Colorado.

16. Workers' Compensation

Coverage: Employee is covered by workers' compensation insurance as required by Colorado law.

Reporting: Employee shall report any workplace injuries or illnesses to Employer immediately.

Safe Workplace: Employer is committed to providing a safe workplace in line with Colorado Department of Labor and Employment safety regulations.

17. Training and Certifications

Policy: Employer will provide or reimburse for technical training, continuing education, or certifications required to maintain up-to-date technical skills in the field, subject to company policy ([Document Name]).

18. Whistleblower Protection

Policy: Employer provides whistleblower protections and hotlines for technical employees observing compliance violations or security risks, in line with Colorado’s public policy protections. Reports can be made to [Designated Person/Department] or through the company's ethics hotline.

19. Entire Agreement

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 Full Legal Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

[Employee Full Legal Name]

Signature: ____________________________

Date: ____________________________