Oregon technical support engineer employment contract template

Oregon Technical Support Engineer Employment Contract

This Oregon Technical Support Engineer Employment Contract (the “Agreement”) is made and entered into as of [Date] by and between [Employer Legal Name], a [State] [Business Type, e.g., Corporation] with its principal place of business at [Employer Address], hereinafter referred to as “Employer,” and [Employee Legal Name], residing at [Employee Address], hereinafter referred to as “Employee.”

1. Position

• The Employer hires the Employee as a full-time Technical Support Engineer.
• The Employee accepts this employment and agrees to the terms and conditions outlined herein.

2. Job Responsibilities

• The Employee's primary responsibilities include, but are not limited to:
• Providing Tier 1/Tier 2 technical support (helpdesk, phone, chat, email) for hardware, software, and network issues.
• Troubleshooting and diagnosing technical incidents.
• Ticket triage and documentation in incident management systems (e.g., [Incident Management System, e.g., Zendesk, ServiceNow]).
• On-site and remote end-user support.
• Root cause analysis.
• Escalation of unresolved issues to engineering/IT teams.
• Creating user training materials and knowledge base content.
• Maintaining incident response logs.
• Supporting specific operating systems ([Operating System, e.g., Windows, macOS, Linux]), applications ([Applications, e.g., Microsoft Office, Adobe Creative Suite]), network configurations, and enterprise equipment ([Enterprise Equipment, e.g., Cisco routers, Dell servers]).
• Compliance with agreed SLA response and resolution times.
• Adherence to ITIL or company-specific support frameworks.
• Regular reporting of technical issues and resolutions.
• Option A: After-hours/on-call duty may be required on a rotating basis.
• Option B: No after-hours/on-call duty is required.

3. Technical Proficiency & Certifications

• The Employee represents and warrants possessing the following technical proficiencies and certifications:
• Required: [List Required Skills/Certifications, e.g., CompTIA A+, Network+, Microsoft Certified Professional]
• Preferred: [List Preferred Skills/Certifications, e.g., Cisco Certified Network Associate, Linux+, Zendesk Support Suite Certification]
• The Employee must maintain proficiency in relevant technologies through continuous learning and professional development.

4. Customer Service & Professionalism

• The Employee shall provide exceptional customer service and maintain a professional demeanor in all client interactions.
• The Employee must strictly adhere to privacy and security protocols, including [Specific Security Protocols, e.g., HIPAA, PCI DSS].
• The Employee is expected to continually develop and enhance their technical skills.

5. Work Location & Remote/Hybrid Policy

• The primary work location is the Employer's office at [Employer Oregon Office Address].
• Option A: Remote or hybrid work arrangements may be permitted according to the Employer's Remote Work Policy.
• Option B: Remote work is not permitted, and the Employee is expected to work on-site.
• The Employer will comply with Oregon's overtime, rest break, and meal break requirements.

6. Company Equipment

• The Employer will provide the following equipment: [List Equipment Provided, e.g., Laptop, Phone, Diagnostic Hardware].
• The Employee is responsible for the secure use and maintenance of company equipment.
• All equipment must be returned to the Employer upon separation of employment.

7. Employment Type & Work Hours

• The Employee's employment is full-time.
• The standard workweek is [Number] hours per week.
• The regular shift schedule is [Start Time] to [End Time], [Days of the Week].
• Overtime eligibility is subject to Oregon law.
• • Option A: The Employee is eligible for overtime pay at a rate of 1.5 times the regular hourly rate for hours worked over 40 in a workweek, as required by Oregon law.
  • Option B: The Employee is exempt from overtime pay.
• The Employee is required to accurately track all hours worked in accordance with Oregon BOLI standards.
• Double pay will be provided on [List Holidays where double pay is applicable], as per Oregon law.

8. Compensation

• The Employee will be compensated at a [Hourly/Salaried] rate of [Dollar Amount] per [Hour/Year].
• • Option A: If hourly, the overtime rate is 1.5 times the regular hourly rate as mandated by Oregon law.
• On-call or after-hours pay will be compensated at a rate of [Dollar Amount] per [Hour/Occurrence].
• The method of payment is [Payment Method, e.g., Direct Deposit].
• The pay period is [Pay Period, e.g., Bi-weekly].
• • Option A: The Employee is eligible for support performance bonuses or recognition awards based on technical support KPIs (e.g., ticket resolution rate, customer satisfaction scores). The details of the bonus plan are outlined in [Document Name].
  • Option B: The Employee is not eligible for a performance bonus.
• • Option A: The Employee is eligible for shift differentials for night/weekend support at a rate of [Dollar Amount or Percentage].
  • Option B: Shift differentials are not offered.
• Expense reimbursement for travel to client sites will be provided according to Oregon law and the Employer’s expense reimbursement policy.

9. Leave & Benefits

• The Employer offers medical, vision, and dental insurance, subject to eligibility requirements. Details are provided in the benefits summary.
• Paid vacation and sick time will accrue according to Oregon Sick Leave Law and the Employer's vacation policy.
• The Employee is eligible for statutory Oregon holidays.
• Job-protected leave policies (e.g., bereavement, jury duty) will be administered according to Oregon law.
• • Option A: Technical certification reimbursement or tuition assistance for relevant continuing education is available as outlined in [Document Name].
  • Option B: Technical certification reimbursement or tuition assistance is not offered.
• • Option A: The Employer offers an Employee Assistance Program (EAP).
  • Option B: No EAP is offered.

10. Probationary Period

• Option A: There is a probationary period of [Number] days. During this period, the Employee's performance will be closely monitored, and the Employer reserves the right to terminate employment with or without cause.
• Option B: There is no probationary period.

11. Confidentiality & Data Security

• The Employee must maintain strict confidentiality regarding customer data, account credentials, system architecture, and proprietary troubleshooting procedures.
• The Employee must comply with the Employer's information security, password management, and anti-phishing/breach protocols.
• The Employee is prohibited from copying or exporting sensitive system data.
• The Employee must adhere to incident response policies.

12. Intellectual Property

• Any troubleshooting guides, technical notes, internal documentation, or tools developed by the Employee during employment are the property of the Employer.
• The Employee must obtain pre-approval for any outside employment or freelancing in technical support or IT.

13. Behavioral & Professional Standards

• The Employee must adhere to the Employer's workplace conduct policies, IT security compliance standards, and update/patch policies.
• The Employee must promptly report detected vulnerabilities or suspicious incidents.
• The Employee must maintain standards for customer interaction, adhering to Oregon's protections against abusive or hostile clients.
• The Employee must regularly participate in company compliance and anti-harassment training.

14. Anti-Harassment & Anti-Discrimination

• The Employer is committed to providing a workplace free from harassment and discrimination based on race, sex, military status, gender identity, sexual orientation, religion, age, disability, or any other class protected under Oregon and federal law. This includes protections for off-duty conduct as specified by Oregon law.
• The Employer complies with the Oregon Equal Pay Act and ensures that pay will not differ based on protected class.
• Internal complaint procedures for reporting harassment or discrimination are outlined in [Document Name].

15. Non-Compete

• Any non-competition, non-solicitation, or conflict of interest terms comply strictly with Oregon Revised Statutes 653.295.
• • Option A: The Employee agrees not to solicit the Employer's customers or employees for a period of [Number] months following termination of employment.
  • Option B: There is no non-solicitation agreement.
• The Employee will not disclose the Employer’s trade secrets in line with Oregon law.

16. At-Will Employment & Termination

• The Employee's employment is at-will, as recognized in Oregon. This means that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause or notice, subject to the following provisions.
• Notice requirements: [Number] days' notice is requested but not required for voluntary resignation.
• Grounds for immediate dismissal may include, but are not limited to, security breach or gross misconduct.
• In the event of a layoff/restructuring, the Employer will comply with all applicable Oregon laws.
• Upon termination, the Employee must return all company equipment.
• Final wage payment will be made within the timelines required by Oregon law.
• Benefits continuation (COBRA/Oregon-specific programs) will be offered as required by law.

17. Workplace Safety

• The Employer is committed to maintaining a safe work environment under Oregon OSHA.
• The Employee must report all workplace injuries according to the Employer's policies.
• Protocols for technical support engineers at remote or client sites will be followed to ensure safety.

18. Dispute Resolution

• Any disputes arising out of or relating to this Agreement shall be resolved first through good faith internal resolution or mediation.
• If unresolved, the dispute shall be submitted to arbitration or litigation in the appropriate Oregon courts.
• Oregon law shall govern this Agreement.
• Venue for any legal action shall be in [County Name] County, Oregon.

19. Employee Notification Laws

• The Employer will comply with all mandatory Oregon employee notification laws (wage theft prevention, sick leave posting requirements, equal pay notice, etc.).

20. Union Membership

• Option A: The Employee acknowledges that this is a unionized workplace and that relevant clauses of the Collective Bargaining Agreement (CBA) apply to their employment.
• Option B: This is not a unionized workplace.

21. Policy Updates

• All terms and policies are subject to periodic updates, with written notice to employees and opportunity to acknowledge changes.
• Role-specific policies such as equipment use, remote troubleshooting, or field support are outlined in [Document Name].

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]

Technical Support Engineer