Florida technical support engineer employment contract template

Florida Technical Support Engineer Employment Contract

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

1. Position

The Employer hereby employs the Employee as a full-time Technical Support Engineer.

Role Description: The Employee will provide tiered (Level 1, 2, and/or 3) technical support for designated products or services, handle incident tickets via phone, email, and live chat, troubleshoot software, hardware, and network issues, perform root cause analysis, escalate unresolved issues per defined protocols, maintain records in company ticketing and CRM systems, update end-users and stakeholders, participate in knowledge base creation/maintenance, follow defined Service Level Agreements (SLAs), support IT asset management and maintenance of documentation, deploy updates, patches, or configurations as required, and coordinate with development, engineering, or product teams for complex cases. The Employee will comply with all relevant service delivery metrics.

2. Technical Competencies & Certifications

The Employee must possess proficiency with specified operating systems [Specify Operating Systems], customer support software (e.g., Zendesk, ServiceNow) [Specify Software], remote diagnostic tools [Specify Tools], networking protocols [Specify Protocols], common business applications [Specify Applications], and familiarity with systems relevant to the Employer’s industry (e.g., cloud platforms, security tools) [Specify Industry Systems].

Option A: The Employee must possess and maintain a [Certification Name] certification.

Option B: The Employer may require the Employee to obtain specific technical certifications (e.g., CompTIA, Microsoft, Cisco) within [Number] months of employment. Employer [Will/Will Not] reimburse for certification costs.

Ongoing Training: The Employee is expected to participate in ongoing training as directed by the Employer to maintain and enhance their technical skills.

3. Reporting Structure

The Employee will report directly to [Manager Name], [Manager Title].

Escalation Protocol: The Employee will follow the Employer’s defined escalation protocols for unresolved technical issues.

Collaboration: The Employee is expected to collaborate effectively with other shift engineers and cross-functional teams.

Problem-Solving: The Employee is expected to exercise independent problem-solving skills while also recognizing when teamwork and escalation are necessary.

4. Work Location & Remote Work Provisions

The primary work location is the Employer's Florida site located at [Company Address].

On-Site vs. Remote: The Employee's work will primarily be [On-Site/Remote/Hybrid] and will provide support for [On-Site/Remote] users.

Option A: The Employee is required to participate in on-call, shift rotation, and emergency or after-hours support as needed for 24/7 critical operations. Specific details of the schedule will be provided separately.

Option B: The Employee will work standard business hours and will not be required to participate in on-call or shift rotation.

Florida-Specific Remote Work:

The Employer will provide and maintain employer-owned devices (with required security controls). [Or] BYOD policies apply as outlined in the attached document.

The Employee must comply with all Florida data privacy considerations, including obligations under the Florida Information Protection Act.

Procedures for responding to local/regional outages and hurricane-related disruptions will be communicated separately.

5. Employment Type & Hours of Work

Employment is full-time.

The standard work week is [Number] hours per week.

Option A: Mandatory at-work/remote coverage window is [Start Time] to [End Time], Monday through Friday.

Option B: Special shift or weekend differentials [Will/Will Not] apply. Details outlined in the compensation section.

Overtime: Overtime will be compensated according to Florida Statutes.

Overtime will be paid at a rate of one and one-half (1.5) times the Employee's regular hourly rate for all hours worked over 40 in a workweek.

Meal/rest breaks will be provided in accordance with Florida labor law.

The Employee is responsible for accurately logging all work hours.

6. Compensation

Option A: The Employee's base annual salary is [Dollar Amount], payable [Frequency, e.g., bi-weekly].

Option B: The Employee's hourly rate is [Dollar Amount], payable [Frequency, e.g., bi-weekly].

Payment will be made via [Payment Method, e.g., direct deposit].

Option A: Shift differentials [Will/Will Not] apply for [Specific Shifts].

Option B: An on-call stipend of [Dollar Amount] will be paid for each week the Employee is on call.

Overtime premiums will be paid as outlined in Section 5.

Option A: Skill-based pay or certification bonuses [Will/Will Not] apply. Details outlined in the attached document.

Option B: Customer satisfaction incentives [Will/Will Not] apply. Details outlined in the attached document.

Payroll deductions will comply with Florida law.

7. Benefits

Health, dental, and vision plans [Will/Will Not] be offered. Details outlined in the attached benefits summary.

401(k)/retirement plan options [Will/Will Not] be offered. Details outlined in the attached benefits summary.

Paid Time Off (PTO): The Employee will accrue [Number] days of PTO per year.

Company holidays: The Employee will be entitled to [Number] paid company holidays per year.

Option A: Substitute days will be provided for shift workers who work on company holidays.

Paid sick leave: The Employee will accrue [Number] days of paid sick leave per year.

Emergency/disaster leave (including for hurricanes): [Number] days of emergency leave will be provided.

Bereavement leave: [Number] days of bereavement leave will be provided.

Option A: Parental leave will be provided in accordance with company policy.

Option B: Parental leave will be provided in accordance with Florida law.

Tuition reimbursement for technical certifications or professional development [Will/Will Not] be offered. Details outlined in the attached policy.

Option A: Transportation/parking allowances [Will/Will Not] be provided.

Option B: Wellness/mental health benefits [Will/Will Not] be provided. Details outlined in the attached benefits summary.

Option A: Disability insurance [Will/Will Not] be offered.

Option B: The Employer provides workers' compensation and unemployment insurance as required by Florida law.

8. Intellectual Property

All technical solutions, scripts, documentation, and process improvements created during employment are exclusively owned by the Employer, in accordance with Florida IP law.

Any outside technical work or inventions must be pre-approved and clearly disclosed to the Employer.

The Employee must disclose all prior inventions to the Employer.

The Employer’s policy regarding open-source contributions versus proprietary support tools is outlined in the attached document.

9. Confidentiality & Data Privacy

The Employee must strictly safeguard client/user data, proprietary company information, and access credentials, both during and after employment.

The Employee must comply with Florida-specific data breach notification duties and requirements under the Florida Information Protection Act and applicable industry-specific (e.g., HIPAA, GLBA) confidentiality rules.

The Employee must fully comply with corporate IT security policies, cybersecurity standards, and detailed access management protocols, including multifactor authentication on all support systems.

The Employee is prohibited from unauthorized use or disclosure of customer trade secrets.

The Employee must report any security incidents immediately to [Designated Contact/Department].

10. Behavior & Conduct

The Employee must comply with all Florida anti-discrimination/anti-harassment laws, including categories such as race, gender, religion, disability, pregnancy, age, sexual orientation, and marital status.

The Employee must adhere to the Employer's diversity/inclusion policies.

The Employee is prohibited from engaging in discriminatory or harassing conduct with customers, coworkers, or vendors.

The Employee must adhere to the Employer's code of conduct for customer-facing communication and handling of irate/difficult clients.

Discipline or termination may result from security breaches, repeated SLA failures, or misconduct directly related to the technical support function.

11. Termination

Employment is at-will under Florida law. The Employer has the right to terminate employment with or without cause.

Option A: The Employee is required to provide [Number] weeks' notice of voluntary termination.

Option B: No mandatory notice period is required for voluntary termination.

Upon termination, the Employee must return all company equipment, and their accounts will be deactivated.

Final wage payment will be made in accordance with Florida law.

The Employee is responsible for transitioning open support tickets as directed by the Employer.

12. Non-Compete & Restrictive Covenants

The Employee agrees to the following restrictive covenants, which are intended to be reasonable and enforceable under Florida law:

Non-Solicitation: During the term of employment and for a period of [Number, e.g., 12/24] months following termination of employment, the Employee shall not solicit, directly or indirectly, any of the Employer's customers or clients with whom the Employee had contact during the course of their employment.

Non-Competition: During the term of employment and for a period of [Number, e.g., 12/24] months following termination of employment, the Employee shall not engage in any business that is directly competitive with the Employer's business within a [Geographic Area, e.g., 50-mile radius of Company Address, State of Florida]. This restriction is limited to the Employee’s technical support functions.

Confidentiality: The Employee shall maintain the confidentiality of all confidential information of the Employer, both during and after employment.

13. Background Checks & Work Authorization

Option A: Employment is contingent upon successful completion of a background check and pre-hire drug screening as permitted in Florida.

Option B: No background check or drug screening is required.

The Employee must provide proof of eligibility to work in the United States.

14. Dispute Resolution

This Agreement shall be governed by and construed in accordance with the laws of the State of Florida.

Any legal action arising out of or relating to this Agreement shall be brought in the [County] County, Florida.

Option A: The parties agree to attempt to resolve any disputes through mediation before resorting to litigation.

Option B: Any dispute arising out of or relating to this Agreement shall be settled by binding arbitration in accordance with the rules of the American Arbitration Association.

15. Workers' Compensation & Safety

The Employer complies with Florida workers' compensation and on-the-job injury reporting rules.

The Employee must adhere to the Employer’s occupational safety policies and procedures.

The Employer will provide reasonable mental health accommodations in line with support center best practices.

16. Amendment

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

Electronic signatures shall be accepted as valid signatures under Florida law.

17. Acknowledgment

The Employee acknowledges receipt and understanding of all referenced company policies (IT, security, HR, etc.) as supplements to this Agreement.

A list of said policies is included as Exhibit A.

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

[Company Name]

By: [Name]

Title: [Title]

[Employee Name]

Signature: ____________________________

Date: ____________________________