New Hampshire technical support engineer employment contract template

New Hampshire Technical Support Engineer Employment Contract

This New Hampshire Technical Support Engineer Employment Contract (the “Agreement”) is made and entered into as of this [Date of Signing], by and between [Employer Full Legal Name], with a principal place of business at [Employer Address] (“Employer”), and [Employee Full Legal Name], residing at [Employee Address] (“Employee”).

1. Position

The Employer hereby employs the Employee, and the Employee hereby accepts employment with the Employer, as a Technical Support Engineer.

• Option A: The Employee's primary responsibilities include, but are not limited to:
  • Providing tiered technical support to end-users via phone, email, and in-person.
  • Troubleshooting software, hardware, and network issues.
  • Managing incident tickets using [Ticket Management Platform, e.g., ServiceNow].
  • Escalating complex issues to senior engineers according to defined protocols.
  • Participating in on-call rotation as scheduled.
  • Monitoring system performance and identifying potential problems.
  • Performing system diagnostics and implementing solutions.
  • Creating and maintaining technical documentation.
  • Providing remote and onsite technical support.
  • Conducting root cause analysis of technical issues.
  • Communicating effectively with customers and providing excellent customer service.
  • Installing and configuring IT systems.
  • Ensuring compliance with end-user security protocols.
• Option B: Detailed Job Description is attached as Exhibit A.

2. Technical Competencies and Certifications

Employee represents and warrants possessing the following technical competencies and certifications:

• Option A: Required technical competencies include proficiency in [List Technical Skills, e.g., Windows Server, Active Directory, TCP/IP Networking].
• Option B: Required certifications include [List Certifications, e.g., Microsoft Certified Professional (MCP), CompTIA A+, Cisco Certified Network Associate (CCNA)].
• Option C: Familiarity with client environments specific to New Hampshire, including [List Industries, e.g., Healthcare, Finance, Manufacturing].
• Option D: Proficiency in using and supporting the following tools/software/hardware platforms: [List Tools and Platforms, e.g., Office 365, VMware, Cisco Routers].

3. Reporting Relationship and Collaboration

The Employee shall report directly to [Job Title of Supervisor]. The Employee is expected to collaborate with other IT staff and non-IT personnel as needed to resolve technical issues and support business operations. Escalation chains will follow the established IT department protocols.

4. Work Location

The Employee’s primary work location shall be the Employer’s office located at [Employer Address in New Hampshire].

• Option A: Remote work is permitted according to the Employer's remote work policy.
  • Eligibility for remote work is subject to performance and business needs.
  • Employee is expected to respond to tickets within [Timeframe, e.g., 1 hour] during working hours.
  • The Employer will provide the following hardware/software/equipment for remote work: [List Equipment].
  • Employee must access company resources using VPN and MFA.
  • Employee is responsible for protecting client data according to New Hampshire data security and privacy standards.
• Option B: Hybrid work schedule: [Define Hybrid Schedule].

5. Employment Type and Hours

This is a full-time employment position.

• Option A: The Employee’s standard work week shall be [Number] hours per week. The Employee is classified as [Exempt/Non-Exempt] under the Fair Labor Standards Act (FLSA).
• Option B: The Employee may be required to work variable hours or rotating shifts, including evenings, weekends, and holidays, as needed.
• Option C: The Employee may be required to participate in on-call coverage.
• Option D: Scheduling changes will be communicated to the Employee with reasonable notice.

6. Compensation

The Employer shall pay the Employee:

• Option A: An annual salary of [Dollar Amount], payable [Pay Frequency, e.g., bi-weekly].
• Option B: An hourly wage of [Dollar Amount], payable [Pay Frequency, e.g., bi-weekly]. Overtime will be paid at a rate of one and one-half (1.5) times the regular hourly rate for all hours worked over 40 in a work week, as required by New Hampshire and federal law.
• Option C: Employee is eligible for a performance bonus based on achieving specific goals and objectives. The details of the bonus plan are outlined in Exhibit B.
• Option D: Call-in pay will be provided according to company policy.

7. Benefits

The Employee shall be eligible for the following benefits, subject to the terms and conditions of the applicable benefit plans:

• Health insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Life insurance
• 401(k) plan
• Paid vacation time ([Number] days per year)
• Paid sick leave ([Number] days per year)
• Personal days ([Number] days per year)
• Holidays ([List Holidays] observed by the Employer)
• Tuition/certification reimbursement ([Dollar Amount] per year) for relevant technical areas.
• Training time compensation.
• Option A: Transportation or commuting stipends.
• Option B: Stipend for home office equipment.

8. Intellectual Property and Inventions

All technical documentation, solutions developed, scripts, tools, and knowledge base articles produced by the Employee during the course of their employment shall be the sole property of the Employer. The Employee agrees to assign all rights, title, and interest in such intellectual property to the Employer. Permitted open-source use is governed by company policy. The employee will handle client data in accordance with all applicable regulations and company policy.

9. Confidentiality and Data Security

The Employee agrees to maintain the confidentiality of all Employer and client business information, trade secrets, and customer data. The Employee shall comply with all applicable industry-specific regulatory requirements, including but not limited to HIPAA and GLBA. The Employee is responsible for securely handling customer credentials and incident data in accordance with New Hampshire data protection and breach notification laws.

10. Acceptable Use of IT Resources and Network Policy

The Employee shall comply with the Employer’s acceptable use of IT resources and network policy, including protocols for software installation and compliance with cyber-risk management requirements. Monitoring of employee use of company IT resources is subject to company policy and applicable law.

11. Non-Discrimination, Anti-Harassment, and Workplace Safety

The Employer is an equal opportunity employer and prohibits discrimination based on age, sex, race, gender identity, marital status, disability, veteran status, or sexual orientation. The Employer maintains a zero-tolerance policy for harassment. The Employer is committed to providing a safe and healthy work environment and complies with all applicable New Hampshire and federal workplace safety regulations. The Employer will provide reasonable accommodations as required by the Americans with Disabilities Act.

12. Non-Compete, Non-Solicitation, and Non-Disclosure

The Employee agrees to the following restrictions:

• Option A: Non-Compete: During the term of employment and for a period of [Number] months following termination of employment, the Employee shall not, directly or indirectly, engage in any business that competes with the Employer within a [Radius, e.g., 50-mile] radius of the Employer’s principal place of business. This restriction applies only to the provision of [Specify Services, e.g., Technical Support Engineering services].
• Option B: Non-Solicitation: During the term of employment and for a period of [Number] months following termination of employment, the Employee shall not solicit any of the Employer’s employees or clients.
• Option C: Non-Disclosure: The Employee shall not, at any time, disclose any confidential information of the Employer to any third party.
• The Employer will provide notice of these terms before offer acceptance as required under NH RSA 275:70. These restrictions are intended to be reasonable in geographic scope, duration, and the type of services prohibited, consistent with New Hampshire law.

13. Behavior and Performance Standards

The Employee is expected to meet the following performance standards:

• Minimum response times for tickets.
• Ticket closure expectations.
• Customer service benchmarks.
• Compliance with Service Level Agreements (SLAs).
• Adherence to escalation practices.
• Maintenance of required certifications.
• Participation in professional development activities.

14. Termination

Employment with the Employer is at-will, meaning that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause, and with or without notice, subject to the following:

• Option A: The Employee shall provide [Number] weeks' written notice of resignation.
• Option B: The Employer shall provide [Number] weeks' written notice of termination, except in cases of gross misconduct.
• Upon termination, the Employee shall return all company property, including laptops, access badges, and documentation.
• The final wage payment will be made within the timeframes required by New Hampshire law.
• The Employee will receive COBRA or state continuation notice as required by law.
• Option C: Severance terms, if any, are outlined in Exhibit C.

15. Grievance and Dispute Resolution

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

• First, the parties shall attempt to resolve the dispute through internal complaint mechanisms.
• If the dispute cannot be resolved internally, the parties shall attempt to resolve the dispute through mediation.
• If mediation is unsuccessful, the parties may pursue arbitration or litigation in the state of New Hampshire. This Agreement shall be governed by and construed in accordance with the laws of the State of New Hampshire.

16. Occupational Safety and Health

The Employer complies with all applicable OSHA regulations and New Hampshire workplace injury/illness reporting requirements. The Employee has the right to access workers' compensation benefits as provided by New Hampshire law.

17. Background Checks, Drug Testing, and Eligibility Verification

Employment is contingent upon successful completion of a background check, drug test (where permitted by law), and verification of eligibility to work in the United States, in accordance with Employer policies and New Hampshire law.

18. Employee Handbook and Additional Policies

The Employee acknowledges receipt of the Employer’s employee handbook and agrees to comply with all policies and procedures contained therein, as well as any other policies communicated by the Employer. The employee handbook is incorporated herein by reference.

19. Professional Certifications and Licenses

The Employee shall promptly notify the Employer if any of their professional certifications or licenses expire, are suspended, or are revoked.

20. Performance Review and Feedback

The Employee’s performance will be reviewed periodically. Performance reviews will be aligned with role-specific metrics and client satisfaction results.

21. Adjustability and Customization

The Employer reserves the right to modify compensation, benefits, or job duties based on changes in applicable law, business requirements, or technology used.

22. Sector-Specific Requirements

• Option A: If the Employer operates in the healthcare sector, the Employee agrees to comply with all applicable HIPAA regulations and complete required privacy and security training.
• Option B: If the Employer operates in the financial industry, the Employee agrees to comply with all applicable GLBA regulations and complete required cybersecurity training.

23. 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: [Name of Employer Representative]

Title: [Title of Employer Representative]

[Employee Full Legal Name]

Signature:

Date: