Hawaii technical support engineer employment contract template

Hawaii Technical Support Engineer Employment Agreement

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

Position

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

Option A: The Employee accepts the position and agrees to perform the duties and responsibilities outlined below.

Option B: The Employee's initial responsibilities will focus on [Specific Focus Area], with potential for growth into other areas as needed.

• The Employee will report to [Manager Name], [Manager Title].
• The Employee will collaborate closely with the [Team Name] team.

Duties and Responsibilities

The Employee's duties shall include, but not be limited to:

• Responding to and resolving Tier 1/2/3 technical support tickets.
• Performing on-site and remote technical troubleshooting.
• Managing customer escalations.
• Supporting end users and internal IT infrastructure.
• Documenting resolutions and creating/updating technical support materials.
• Installation and configuration of hardware/software.
• System maintenance.
• Communicating with engineering and product teams for escalated issues.

Option A: On-call rotation on a 24/7 basis. Incident management standards include a [Response Time] response time SLA, escalation protocols as outlined in the company handbook, and adherence to the company’s ticketing system.

Option B: Shift-based on-call rotation. Incident management standards include a [Response Time] response time SLA, escalation protocols as outlined in the company handbook, and adherence to the company’s ticketing system.

Required Skills and Qualifications

The Employee must possess the following skills and qualifications:

• Strong technical troubleshooting skills.
• Familiarity with operating systems: [Operating Systems].
• Networking and security protocols: [Protocols].
• Option A: Certifications: [Certifications].
• Option B: Ability to obtain certifications within [Timeframe].

Work Location

The primary work site will be [Work Location] in Hawaii.

• Option A: Remote work is permitted subject to Employer’s remote work policy. Employee must maintain a secure work environment and adhere to cybersecurity best practices specific to Hawaii. VPN access is required for all remote work. All company hardware must be secured and maintained by the Employee.
• Option B: Travel to customer locations on neighboring islands may be required.

Employment Type and Work Hours

The employment is full-time.

• Option A: Regular work hours are [Number] hours per week, [Start Time] to [End Time], Monday through Friday. Overtime is eligible in accordance with Hawaii Revised Statutes (HRS) Chapter 387, with overtime pay at 1.5x for hours worked beyond 40 per week. Meal and rest breaks are provided as required by HRS.
• Option B: The Employee will work a shift schedule as determined by the Employer, subject to Hawaii’s labor laws regarding shift differentials and scheduling processes.

Compensation

The Employer shall pay the Employee a [Salary/Hourly Wage] of [Amount] per [Year/Hour], payable [Payment Frequency].

• Option A: Overtime pay will be paid at 1.5x for hours worked beyond 40 per week, as required by Hawaii law.
• Option B: Eligibility for incentive pay for after-hours support or bilingual support (specify criteria).
• Option C: Performance and/or certification bonuses are available based on achieving specific targets.

All withholdings and tax compliance will be in accordance with Hawaii state and federal regulations.

Benefits

The Employee is eligible for the following benefits, subject to the Employer's benefit plans and eligibility requirements, in compliance with Hawaii's Prepaid Health Care Act:

• Employer-paid medical insurance, dental, vision, and prescription coverage. Coverage levels, eligibility waiting periods, and cost-sharing are detailed in the employee benefits handbook.
• Temporary Disability Insurance (TDI) and workers’ compensation insurance as required by Hawaii law.
• Unemployment insurance as mandated by Hawaii law.
• Option A: 401k plan with employer matching.
• Option B: Life insurance policy.

Vacation and Sick Leave

The Employee is entitled to [Number] days of paid vacation leave and [Number] days of paid sick leave per year, accruing as per Hawaii labor law.

• Hawaii state holidays are observed (including Kamehameha Day).
• Option A: Floating holidays are available for technical teams required to provide continuous service.
• Option B: Family/medical leave rights are provided in accordance with Hawaii and federal law.

Reimbursable Expenses

The Employee will be reimbursed for reasonable business and travel expenses incurred in the performance of their duties, subject to the Employer's expense reimbursement policy and IRS/Hawaii state rules for per diem and mileage rates.

• Expenses for travel to neighbor islands for technical support will be reimbursed.
• The Employee must submit expense reports with receipts for approval.

Intellectual Property

All inventions, configurations, documentation, and support scripts created by the Employee in connection with their employment are the property of the Employer, in accordance with Hawaii trade secret law.

• The Employee agrees to disclose any prior inventions to the Employer.
• The Employee agrees not to publish or disclose confidential information without written consent from the Employer.

Confidentiality

The Employee shall maintain the confidentiality of all customer data, access credentials, network information, business practices, and internal documentation.

• Confidentiality restrictions extend beyond the term of employment, per Hawaii Uniform Information Practices Act and relevant sectoral requirements (e.g., HIPAA, GLBA).
• The Employee will be required to sign a separate confidentiality agreement.

Incident Reporting

The Employee shall promptly report any incident related to support cases, security breaches, or exposure of sensitive data, in accordance with Hawaii’s breach notification law.

• Detailed incident documentation is required.

IT Security

The Employee shall adhere to the Employer's IT security policies, use permitted support tools, and complete mandatory cybersecurity awareness training.

• The Employee shall securely dispose of electronic media.
• The Employee is prohibited from downloading/installing unapproved software or accessing systems without proper authorization.
• Acceptable use of company resources is strictly enforced.

Performance Standards

The Employee will be evaluated based on performance standards including:

• Cultural sensitivity and understanding of Hawaii’s diverse workplaces.
• Minimum response and closure rates for support tickets.
• Adherence to standards for case escalation.
• Participation in continuous improvement feedback processes.

External Activities

Option A: The Employee may participate in external professional activities (user groups, conferences, part-time tech work, side projects) with written approval from the Employer.

• IP assignment rules apply to any work related to the Employer's business.

Option B: The Employee is prohibited from engaging in external professional activities that conflict with the Employer’s business interests.

Non-Compete and Non-Solicitation

Option A: The Employee agrees not to compete with the Employer within [Geographic Area] for a period of [Duration] following termination of employment. This clause is narrowly tailored and compliant with Hawaii law.

Option B: The Employee agrees not to solicit employees or customers of the Employer for a period of [Duration] following termination of employment.

Non-compete and non-solicitation clauses are subject to Hawaii law, which disfavors broad restrictions.

Termination

Employment is at-will, unless otherwise agreed in a collective bargaining agreement.

• The Employer may terminate employment with written notice, as required by Hawaii law.
• The Employee may terminate employment with [Notice Period] written notice.
• Accrued but unused PTO will be paid out in accordance with HRS §388-3.
• Final wage payment will be made within the timeframe specified by HRS §388-3.
• The Employee must return all company equipment and access credentials upon termination.

Performance Improvement and Discipline

The Employer will follow documented progressive discipline procedures for performance issues.

• Formal performance improvement plans will be implemented as needed.
• All disciplinary actions will be documented.

Anti-Discrimination and Anti-Harassment

The Employer is committed to providing a workplace free of discrimination and harassment based on race, sex, gender identity/expression, sexual orientation, age, ancestry, disability, marital status, reproductive health decisions, arrest/court record, veteran status, or any other category protected by Hawaii law.

• Managers have reporting obligations for incidents of discrimination or harassment.
• Accommodation procedures are available for employees with disabilities.

Dispute Resolution

The parties agree to attempt to resolve any disputes through good faith internal resolution.

• Option A: Disputes that cannot be resolved internally will be submitted to mediation/arbitration in accordance with Hawaii’s Uniform Arbitration Act.
• Option B: Any legal action related to this agreement shall be governed by the laws of the State of Hawaii, and venue shall be in [County] County, Hawaii.

Occupational Safety and Health

The Employee shall participate in Hawaii occupational safety and health (HIOSH) training and adhere to emergency preparedness protocols.

• The Employer provides mental health support resources (if applicable).

Compliance with Policies

The Employee shall comply with the Employer’s code of conduct, remote device and BYOD policies, security training for technical support personnel, and all applicable laws and regulations in Hawaii.

• The Employer reserves the right to monitor work systems in accordance with Hawaii law.

Optional Provisions

• Option A: Relocation/travel support to neighboring islands will be provided as follows: [Details].
• Option B: A housing stipend of [Amount] per month will be provided.
• Option C: Multi-language support responsibilities are required, with a bonus of [Amount] per [Frequency].
• Option D: A professional development allowance of [Amount] per year is available.
• Option E: The Employer will provide support for trade certification, including exam fees and study materials.

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

____________________________
[Employer Representative Name]
[Employer Representative Title]
[Employer Legal Name]

____________________________
[Employee Legal Name]