Delaware technical support engineer employment contract template

Delaware Technical Support Engineer Employment Contract

Effective Date: [Date]

Employer:

• Name: [Company Name]
• Address: [Company Address]
• Contact Person: [Contact Person Name]
• Title: [Contact Person Title]

Employee:

• Name: [Employee Name]
• Address: [Employee Address]
• Email: [Employee Email]
• Phone: [Employee Phone]

This is a full-time employment contract for a Technical Support Engineer position in Delaware.

Position: Technical Support Engineer

• Job Description: The Employee shall provide technical support services including, but not limited to:
  • Technical troubleshooting for hardware and software issues.
  • Managing customer inquiries via phone, email, and chat.
  • Operating the company's ticketing system.
  • Diagnosing network and system issues.
  • Providing remote and onsite support.
  • Following escalation protocols.
  • Documenting solutions and troubleshooting steps.
  • Creating technical guides and FAQs.
  • Participating in product testing and providing feedback.
  • Adhering to IT incident response policies.

Required Skills and Certifications:

• Technical Skills: [List of Technical Skills, e.g., Windows, Linux, Networking, Cloud Platforms]
• Certifications:
  • Option A: [List of Certifications, e.g., CompTIA A+, Microsoft Certified Professional, Cisco CCNA]
  • Option B: No certifications required.
• Software and Tools: [List of Software and Tools, e.g., Ticketing Platforms (Jira, Zendesk), Diagnostic Tools (Ping, Traceroute), Communication Software (Slack, Microsoft Teams)]
• Soft Skills: Communication, Time Management, Teamwork, Problem-solving, Customer Service

Reporting Structure:

• Reports to: [Supervisor Name], [Supervisor Title]
• Collaboration: The Employee will collaborate with engineering, QA, and customer service teams.

Work Location:

• Primary Location: [Company Address in Delaware]
• Remote/Hybrid Work Policy:
  • Option A: Remote work is not permitted.
  • Option B: Hybrid work is permitted according to the company's policy. Requires home office setup meeting company standards. [Describe Requirements]
  • Option C: Fully remote.
• IT Security Protocols:
  • The Employee must adhere to the company's IT security protocols, including VPN use, device encryption, and secure disposal of customer information.
• On-call/Off-hours Availability:
  • Option A: The Employee is not required to be on-call or available for off-hours support.
  • Option B: The Employee is required to be on-call or available for off-hours support. [Specify Schedule and Compensation]

Employment Type and Work Hours:

• Full-time employment.
• Standard Work Hours: [Number] hours per week.
• Scheduled Shifts: [Specify Shifts, e.g., 9:00 AM - 5:00 PM]
• Weekend/Evening Work:
  • Option A: No weekend or evening work is required.
  • Option B: Weekend or evening work may be required. [Specify Frequency and Compensation]
• Delaware Overtime: Overtime will be paid according to Delaware state law.
• Rest/Meal Breaks: The Employee is entitled to rest and meal breaks as mandated by Delaware labor code.

Compensation:

• Annual Salary/Hourly Wage: [Amount] per year / [Amount] per hour.
• Frequency and Method of Payment: Bi-weekly via direct deposit / check.
• Overtime Calculation: As per Delaware law.
• Differentiated Pay:
  • Option A: No differentiated pay for after-hours or holiday support.
  • Option B: Differentiated pay for after-hours or holiday support. [Specify Amount or Formula]
• Commission/Performance Bonuses:
  • Option A: No commission or performance bonuses are offered.
  • Option B: Commission/performance bonuses are offered. [Specify Metrics and Payout Structure]
• Equity/Incentive Programs:
  • Option A: No equity or incentive programs are offered.
  • Option B: Equity/incentive programs are offered. [Specify Details]

Benefits:

• Health Insurance: [Specify Plan Details, including Delaware-compliant coverage]
• Dental Insurance: [Specify Plan Details]
• Vision Insurance: [Specify Plan Details]
• Life Insurance: [Specify Coverage Amount]
• Paid Time Off (PTO): [Number] days per year.
• Sick Leave: [Number] days per year, in compliance with Delaware law.
• Personal Days: [Number] days per year.
• Parental Leave: As per Delaware law.
• State Holidays: All Delaware state holidays will be observed.
• Tuition Reimbursement:
  • Option A: No tuition reimbursement is offered.
  • Option B: Tuition reimbursement is offered for technical certifications. [Specify Details and Limits]
• Professional Development Budget:
  • Option A: No professional development budget is offered.
  • Option B: A professional development budget is offered. [Specify Amount]

Worker Classification and At-Will Employment:

• The Employee is classified as a full-time employee and not an independent contractor.
• At-Will Employment: This is an at-will employment agreement. Either the Employer or the Employee may terminate the employment relationship at any time, with or without cause or notice, except as required by law.
  • Option A: No notice period required.
  • Option B: [Number] days' notice required by either party.

Intellectual Property:

• All technical solutions, documentation, created software, scripts, and related materials created by the Employee during their employment, whether for process improvement or customer resolution, are the sole and exclusive property of the Employer.
• Use of Open-Source/Third-Party Tools: The Employee must adhere to the Employer's policy regarding the use of open-source or third-party tools.

Confidentiality:

• The Employee shall hold all customer and company data, technical processes, user credentials, intellectual property, and trade secrets in strict confidence, both during and after employment. The Employee shall not disclose such information to any third party without the Employer's prior written consent.
• The Employee acknowledges and agrees to comply with all applicable Delaware statutory privacy obligations.

Data Protection and Cybersecurity:

• The Employee shall comply with the company's cybersecurity policies, undergo regular security training, report any suspected breaches, and securely handle sensitive data.
• The Employee must adhere to protocols for remote access to client systems.

Company Systems and Software:

• Personal Use: Personal use of company systems is restricted as outlined in the company's policy.
• Software Licensing: The Employee must adhere to all software licensing policies.
• Monitoring: Support activities may be monitored for quality assurance purposes.
• Code of Conduct: The Employee must comply with the company's code of conduct.

Customer-Supplied/Client Systems:

• The Employee shall exercise due care and skill when accessing and using customer-supplied or client systems.
• Indemnity/Liability: The Employee agrees to indemnify and hold the Employer harmless from any claims arising from the Employee's technical support activities, except to the extent caused by the Employer's gross negligence or willful misconduct.
• Return of Devices: Upon termination of employment, the Employee shall immediately return all customer and company devices.

Incident Reporting and Escalation:

• The Employee shall promptly report all technical incidents, suspected security breaches, and follow the required internal escalation protocols.

Post-Termination Obligations:

• Non-Solicitation: The Employee agrees not to solicit the Employer's clients, co-workers, or vendors for a period of [Number] months following termination of employment.
• Non-Compete:
  • Option A: No non-compete agreement required.
  • Option B: The Employee agrees not to engage in any business that directly competes with the Employer within a [Radius] mile radius of [City, Delaware] for a period of [Number] months following termination of employment. This provision is subject to Delaware's enforceability standards and is limited to protecting the Employer's legitimate business interests, which include [List of Interests].

Anti-Harassment and Non-Discrimination:

• The Employer is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by Delaware or federal law. The Employer has a zero-tolerance policy for harassment. Clear complaint and reporting mechanisms are in place.

Occupational Safety:

• The Employer complies with Delaware's workplace safety and health statutes. The Employee is responsible for maintaining a safe technical environment, including for field or remote work. The Employee has a duty to report hazards.

Workers' Compensation:

• The Employee is covered by Delaware's workers' compensation insurance in the event of an occupational injury.

Required Notices:

• The Employee acknowledges receipt of all required federal and Delaware state employment notices, including FMLA, Delaware-specific paid leave, and unemployment insurance rights.

Company Property:

• Use and Return: The Employee is responsible for the proper use and return of all company property, including laptops, mobile devices, diagnostic tools, and access cards. Upon termination, the Employee shall return all property and delete all company data from personal devices.

Dispute Resolution:

• Internal Grievance Procedures: The Employer has internal grievance procedures for resolving employment-related disputes.
• Mediation/Arbitration:
  • Option A: Any disputes arising out of or relating to this agreement shall be resolved through mediation in Delaware.
  • Option B: Any disputes arising out of or relating to this agreement shall be resolved through binding arbitration in Delaware.
• Governing Law: This agreement shall be governed by and construed in accordance with the laws of the State of Delaware.
• Jurisdiction: Any legal action arising out of or relating to this agreement shall be brought in the state or federal courts located in Delaware.

Training and Onboarding:

• The Employee will participate in the company's technical support onboarding program, including [Specify Details, e.g., Product Certifications, Customer Privacy Modules].

Other Policies:

• Reference Requests: The Employer will provide references to prospective employers in accordance with company policy.
• Outside Employment: The Employee must obtain explicit written consent from the Employer before engaging in any outside employment or freelance/consulting technical support roles.

Tax Withholding and Unemployment Insurance:

• The Employer will comply with all applicable Delaware-based tax withholding, wage garnishment, and unemployment insurance requirements for employees.

Entire Agreement, Amendment, Waiver, and Severability:

• 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.
• This agreement may be amended only by a writing signed by both parties.
• No waiver of any provision of this agreement shall be effective unless in writing and signed by the waiving party.
• If any provision of this agreement is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall remain in full force and effect.

Signatures:

Employer:

• Signature: ____________________________
• Name: [Employer Representative Name]
• Title: [Employer Representative Title]
• Date: [Date]

Employee:

• Signature: ____________________________
• Name: [Employee Name]
• Date: [Date]