New Mexico technical support engineer employment contract template

New Mexico Technical Support Engineer Employment Contract

This New Mexico Full-Time Technical Support Engineer Employment Agreement ("Agreement") is made and entered into as of [Date], by and between [Employer Name], with a principal place of business at [Employer Address] ("Employer"), and [Employee Name], residing at [Employee Address] ("Employee").

1. Position

• The Employer hereby employs Employee as a Technical Support Engineer.
• Duties: The Employee's primary duties shall include, but are not limited to:
  • Troubleshooting software, hardware, and network issues for customers or internal teams.
  • Ticket triage and management.
  • Technical documentation creation and updates.
  • Customer communication.
  • Escalation protocols.
  • Remote diagnostics.
  • On-site support protocols (if applicable).
  • Customer satisfaction follow-ups.
  • Technical training for end-users.
  • Adherence to IT service management frameworks (e.g., ITIL).
  • System monitoring.
  • Incident resolution.
  • After-hours on-call rotations.
  • Use of specific ticketing platforms (e.g., ServiceNow, Jira).
  • Reporting to designated supervisors or technical leads.
• Required Skills:
  • Proficiency with relevant operating systems (Windows, Linux, MacOS).
  • Proficiency in utilizing support tools.
  • Proficiency with remote access software.
  • Networking basics.
  • Hardware components.
  • Common enterprise application suites.
  • Knowledge of cybersecurity best practices for support engineers.

2. Work Location

• Option A: The Employee's primary work location shall be [Employer Designated Office Address].
• Option B: The Employee's work location may include client sites within New Mexico.
• Option C: Remote/Hybrid work policy: [Specify remote/hybrid work policies, including expectations for site visits within New Mexico]. Travel expense reimbursement will be provided in compliance with New Mexico state policies.
• Hardware/Tools: Employer will provide the necessary hardware/tools, which shall remain the property of the Employer and must be returned upon termination of employment.

3. Full-Time Employment

• Standard Work Hours: The standard work hours are [Number] hours per week, [Start Time] to [End Time], Monday through Friday.
• Shift Patterns: [Specify any required shift patterns, including scheduled after-hours or weekend duty].
• Overtime: Overtime eligibility and calculation will be based on New Mexico law.
  • New Mexico law defines overtime as work exceeding 40 hours per week or daily thresholds for certain industries.
• On-Call Compensation: [Specify any on-call compensation structures, if applicable].
• Rest and Meal Breaks: Mandatory rest and meal break periods will be provided per New Mexico workforce regulations.

4. Compensation

• Option A: Annual Base Salary: The Employee shall receive an annual base salary of [Dollar Amount], payable [Frequency, e.g., bi-weekly].
• Option B: Hourly Rate: The Employee shall receive an hourly rate of [Dollar Amount], payable [Frequency, e.g., bi-weekly].
  • Pay Frequency: Payment will be made in compliance with New Mexico requirements.
  • Method of Payment: [Specify Method of Payment, e.g., direct deposit].
  • Minimum Wage: The compensation provided will be no less than the minimum wage required by New Mexico law.
• Overtime Pay: Overtime will be paid at a rate of one and one-half (1.5) times the Employee's regular rate of pay for all hours worked over 40 in a workweek.
• Call-Out Pay: [Specify details regarding call-out pay, if applicable].
• Incentives: [Specify any performance-based incentives].
• Signing Bonus: [Specify signing bonus amount and terms, if applicable].
• Relocation Assistance: [Specify any relocation assistance details and terms, if applicable].

5. Employee Benefits

• New Mexico Paid Sick Leave Act: The Employee is eligible for leave under the New Mexico Paid Sick Leave Act.
• Health, Dental, and Vision Insurance: The Employee will be eligible to participate in the Employer's health, dental, and vision insurance plans, subject to the terms and conditions of those plans.
• Retirement Plan: The Employee will be eligible to participate in the Employer's [401(k) or other retirement plan], subject to the terms and conditions of the plan.
• Paid Vacation: The Employee will accrue [Number] days of paid vacation per year.
• State Holidays: The Employee will be entitled to paid time off for state holidays specific to New Mexico.
• Sick Leave: The Employee will accrue sick leave in accordance with New Mexico law.
• Parental/Medical Leave: Parental and medical leave will be provided as governed under New Mexico law.
• Professional Development: [Specify any professional development benefits, such as certification reimbursements].
• Technology Allowance: [Specify any technology allowances for remote support].
• Tuition/Training Stipends: [Specify any tuition or training stipends for ongoing support engineering skills].

6. Intellectual Property

• All documentation, scripts, configuration data, troubleshooting tools, and support solutions generated during employment are the property of the Employer.
  • Use or contribution to open-source projects while on duty requires explicit Employer approval.
  • Inventions relevant to service processes or client solutions are assigned to the Employer.

7. Confidentiality

• Employee agrees to hold confidential all client/customer data, internal systems, proprietary troubleshooting procedures, and product vulnerability information encountered through support work.
  • Employee acknowledges New Mexico’s statutory protections for trade secrets.
  • Employee will adhere to HIPAA, FERPA, or other privacy laws if handling regulated data.

8. Behavioral Expectations

• Employee will comply with all company and customer site security protocols, password and data handling policies, and documentation and escalation processes.
  • Employee will adhere to acceptable use of IT assets and maintain professional conduct in all client communications.
  • Employee will immediately report any suspected security incidents or data breaches.

9. External Employment/Conflict of Interest

• Employee agrees to obtain advance written consent from Employer for any paid or unpaid technical work outside this role.
  • Employee will disclose any potential conflicts of interest to the Employer.

10. Restrictive Covenants

• Non-Solicitation: [Specify permitted non-solicitation restrictions].
• Non-Disparagement: [Specify permitted non-disparagement restrictions].
• Non-Compete: Employee acknowledges that New Mexico law generally prohibits non-compete agreements, and therefore no such agreement is included in this contract.

11. At-Will Employment

• The employment relationship between the Employer and Employee is at-will, meaning either party may terminate the employment relationship at any time, with or without cause or notice, subject to any notice period specified in the employer's personnel policies.
  • Voluntary Resignation: [Specify required notice period for voluntary resignation, if any].
  • Employer-Initiated Termination: [Specify any policies regarding termination].
  • Final Pay: Final pay, including payment of unused PTO, will be disbursed within deadlines required by New Mexico Workforce Solutions.
  • Return of Equipment: Employee will return all company or client equipment and securely delete sensitive information upon termination.

12. Anti-Discrimination/Harassment

• The Employer is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, national origin, sex, pregnancy, sexual orientation, gender identity, age, disability, spousal affiliation, or any other characteristic protected by New Mexico law.
  • Reasonable Accommodation: Reasonable accommodations will be provided to qualified individuals with disabilities.
  • Complaint Process: The company's complaint process for discrimination or hostile work environment claims is outlined in [Specify document or location of the policy].

13. Dispute Resolution

• In the event of a dispute, the parties agree to first attempt to resolve the dispute through good-faith internal grievance steps.
  • If internal resolution fails, the parties agree to non-binding mediation/arbitration per New Mexico rules prior to litigation.
  • New Mexico law and venue shall govern all disputes.

14. Compliance

• Employee will adhere to all applicable New Mexico regulations governing technical support work.
  • Reporting obligations for data loss/breaches to regulators and clients per New Mexico law.
  • Worker’s compensation, unemployment insurance, and OSHA safety requirements will be provided as applicable.

15. Miscellaneous

• Policy Updates: The Employer reserves the right to update company policies.
• Amendment: This Agreement may be amended only by a written instrument signed by both parties.
• Assignment: [Specify whether the agreement may be assigned].
• Severability: If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

16. Optional Elements

• [Bilingual support language proficiency requirements]
• [Clearance status for support of government or regulated clients in New Mexico]
• [Flexible scheduling options]
• [Region-specific disaster recovery or emergency response expectations]

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]