Michigan technical support engineer employment contract template

Michigan Technical Support Engineer Employment Contract

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

Employer Contact Information:

• Name: [Employer Name]
• Address: [Employer Address]
• Phone Number: [Employer Phone Number]
• Email: [Employer Email]

Employee Contact Information:

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

1. Position:

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

• Option A: Specific Job Responsibilities:
  • Providing real-time hardware and software troubleshooting for clients via phone, email, and chat.
  • Providing remote and onsite technical support for proprietary and third-party products.
  • Documenting support tickets and solutions in a help desk system ([Ticketing System Name]).
  • Performing root cause analysis of technical issues.
  • Escalating complex issues to engineering or product teams.
  • Maintaining Service Level Agreements (SLAs) specific to customer support response and resolution times.
  • Creating end-user training materials and knowledge base content.
• Option B: General Job Responsibilities: As assigned by the Employer.

2. Qualifications:

• Required Certifications:
  • Option A: CompTIA A+
  • Option B: CompTIA Network+
  • Option C: Microsoft Certified Professional (MCP) [Specific Certification]
• Technical Competencies:
  • Operating Systems: Windows [Version], macOS [Version], Linux [Distribution]
  • Networking: TCP/IP, DNS, DHCP, VPN
  • Security Protocols: SSL/TLS, Firewalls, Intrusion Detection Systems
  • Ticketing Platforms: [Ticketing System Name]
• Shift Flexibility:
  • Option A: Day Shift
  • Option B: Evening Shift
  • Option C: Weekend Coverage (on rotation)
  • Option D: On-Call Availability (on rotation)
• Customer Communication Protocols:
  • Response Time Targets: Initial response within [Time Frame].
  • Communication Tone Standards: Professional, empathetic, and solution-oriented.

3. Reporting Structure:

• Primary Supervisor: [Supervisor Name], [Supervisor Title]
• Department: Technical Support
• Interaction with Engineering/Product Teams: Regular collaboration via [Communication Channel].
• Issue Escalation Channels: Established protocols outlined in the company's internal support documentation.

4. Place of Work:

• Principal Place of Work: [Company Name], [Company Address], Michigan.
• Remote Work:
  • Option A: Not Permitted
  • Option B: Permitted as per Company’s Remote Work Policy.
  • Requirements for remote work (if Option B is selected): Employee is responsible for maintaining a secure home office environment that protects client data in accordance with the Michigan Personal Privacy Protection Act.
  • Remote work monitoring technologies: [List Technologies Used] (where applicable, and compliant with Michigan law).
  • Expense reimbursement for home internet or phone: [Describe Policy, if any].

5. Employment Type and Work Hours:

• Employment Type: Full-time
• Weekly Work Hours: [Number] hours per week.
• Overtime Policy: Employee will be paid overtime at a rate of 1.5 times their regular rate of pay for all hours worked over 40 in a workweek, in accordance with the Michigan Workforce Opportunity Wage Act.
• Meal/Rest Breaks: In accordance with Michigan law.
• Paid Breaks for Nursing Mothers: As required by Michigan law.
• Flexible Work Arrangements:
  • Option A: Not available.
  • Option B: Available as per Company’s Flexible Work Arrangement Policy.

6. Compensation:

• Rate of Pay:
  • Option A: Salary of [Dollar Amount] per year, payable [Payment Schedule: e.g., biweekly, monthly] via direct deposit.
  • Option B: Hourly rate of [Dollar Amount] per hour, payable [Payment Schedule: e.g., biweekly, monthly] via direct deposit.
• Overtime Calculation: As specified in Section 5 and compliant with the Michigan Workforce Opportunity Wage Act.
• Performance Bonuses:
  • Option A: Not applicable.
  • Option B: Eligible for performance bonuses based on [Bonus Criteria: e.g., ticket resolution rates, client satisfaction scores], as determined by Employer.
  • Option C: On-call stipend of [Dollar Amount] per on-call shift.

7. Benefits:

• Health Insurance: Company-sponsored health insurance plan, details outlined in the Employee Benefits Summary. Compliant with Michigan law.
• Dental Insurance: Company-sponsored dental insurance plan, details outlined in the Employee Benefits Summary.
• Vision Insurance: Company-sponsored vision insurance plan, details outlined in the Employee Benefits Summary.
• Life Insurance: Company-sponsored life insurance plan, details outlined in the Employee Benefits Summary.
• Retirement Account: Eligible to participate in the company's 401(k) plan, with Employer contribution as per plan documents.
• Paid Vacation: [Number] days of paid vacation per year, accruing as per company policy.
• Paid Sick Leave: [Number] days of paid sick leave per year, accruing as per company policy and compliant with Michigan Paid Medical Leave Act.
• Michigan Statutory Holidays: As designated by the company.
• Paid Volunteer Time:
  • Option A: Not applicable.
  • Option B: [Number] days of paid volunteer time per year.
• Technical Certification Reimbursement: Reimbursement for approved technical certifications, subject to company policy.
• Career Development Support: Opportunities for professional development and training.
• Travel Expense Reimbursement: Reimbursement for authorized travel expenses incurred for onsite client visits, as per company policy.
• Mental Health/Wellness Resources: Access to company-sponsored mental health and wellness programs.

8. IT Resource Access and Usage:

Employee will be provided access to necessary IT resources, including a company-issued [Device Type: e.g., laptop, phone].

Employee must adhere to the company's Acceptable Use Policy for all IT resources.

Employee is required to use a secure VPN when accessing company resources remotely.

Compliance with Michigan Personal Privacy Protection Act is mandatory when handling customer or company data.

Employee must immediately report any security breaches or data loss in accordance with Michigan notification laws.

9. Intellectual Property:

All work products, documentation, scripts, and support-related inventions created by Employee during the term of employment are the exclusive property of the Employer. This excludes inventions developed entirely on the employee's own time without the use of company resources, as protected by Michigan law. Employee agrees to assign all such intellectual property rights to Employer.

10. Confidentiality:

Employee agrees to maintain the confidentiality of all customer data, system credentials, internal troubleshooting procedures, proprietary documentation, and any other sensitive information encountered during employment, both during and after the term of employment. The obligations of confidentiality extend to all forms of information, whether written, oral, electronic, or otherwise.

11. Outside Activities:

• Part-time or freelance employment, moonlighting, or participation in open-source or third-party tech support without Employer consent:
  • Option A: Prohibited.
  • Option B: Permitted with prior written consent from the Employer.

12. Restrictive Covenants:

Given that Michigan prohibits courts from enforcing non-compete agreements after October 2024, this section focuses on permissible restrictions:

• Non-Solicitation: Employee agrees not to solicit or attempt to solicit any of the Employer’s clients or customers for a period of [Number] months following termination of employment.
• Protection of Confidential Information: Employee acknowledges the confidential nature of the Employer’s technical processes and customer lists and agrees not to disclose or use such information for their own benefit or the benefit of any third party, during or after the term of employment.

13. Behavioral Standards:

Employee is expected to adhere to the following behavioral standards:

• Compliance with company IT security policies.
• Prompt escalation of unresolved support tickets.
• Compliance with the company’s Acceptable Use Policy for devices and data.
• Adherence to incident response protocols.
• Regular participation in team meetings and internal technical training/guideline updates.

14. Non-Discrimination and Harassment:

Employer maintains a zero-tolerance policy for discrimination or harassment based on race, color, national origin, religion, age, sex, disability, sexual orientation, gender identity or expression, military status, or other protected categories under the Michigan Elliott-Larsen Civil Rights Act and federal law. The Employer is committed to fostering a diverse and inclusive work environment.

15. At-Will Employment:

This is an at-will employment agreement. Either party may terminate the employment relationship at any time, with or without cause or notice (except as outlined in the Resignation section below), consistent with Michigan law.

• Resignation: Employee agrees to provide [Number] weeks written notice of resignation.
• Termination for Cause: Employer may terminate the employment relationship for cause, including but not limited to: unauthorized access to data, data leaks, or gross negligence.
• Company-Initiated Layoffs/Restructuring: In the event of a company-initiated layoff or restructuring, the Employee's eligibility for severance and unemployment benefits will be determined in accordance with Michigan law and company policy.
• Return of Company Property/Data: Upon termination of employment, Employee must promptly return all company property and data.
• Final Pay: Employee's final paycheck will be issued in accordance with Michigan timing rules.

16. Dispute Resolution:

Any disputes arising out of or relating to this Agreement shall be resolved as follows:

• Internal Complaint Process: Employee is encouraged to first utilize the Employer's internal complaint process.
• Mediation: If the internal complaint process does not resolve the dispute, the parties agree to participate in good faith mediation.
• Arbitration:
  • Option A: The parties agree to binding arbitration in [City], Michigan, in accordance with the rules of the American Arbitration Association.
  • Option B: The parties do not agree to binding arbitration.
• Governing Law and Jurisdiction: This Agreement shall be governed by and construed in accordance with the laws of the State of Michigan. The venue for any legal action shall be [County] County, Michigan.

17. Occupational Safety and Workers' Compensation:

Employer will maintain workers' compensation insurance coverage as required by the Michigan Worker’s Disability Compensation Act. Employee is responsible for reporting any workplace injuries (office or remote settings) to Employer immediately. Reasonable accommodations will be provided to employees with disabilities, as required by law.

18. Cybersecurity and Data Protection:

Employee acknowledges and agrees to comply with all applicable cybersecurity and data protection measures required by Michigan law and sector best practices, including device encryption, secure ticket storage, and access control. Employee will participate in regular, documented training on security and customer privacy.

19. Changes in Work Location or Job Duties:

Employer reserves the right to change the Employee's work location or job duties with advance written notice. Any substantial change in the Employee's role will be considered in accordance with Michigan constructive discharge doctrine.

20. Acknowledgment:

Employee acknowledges that they have read, understood, and agree to all the terms and conditions of this Michigan Technical Support Engineer Employment Contract.

21. Amendment:

Employer reserves the right to amend company policies or benefits as permitted by Michigan law, with reasonable notice to Employee.

22. Relocation Assistance:

• Option A: Not Applicable.
• Option B: As per the Relocation Agreement attached as Appendix A.

23. Non-Disparagement:

• Option A: Not Applicable.
• Option B: Employee agrees not to disparage the Employer, its products, services, or employees, in any public or private forum, including social media.

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]

Date: ____________________________