Part-Time Lead Support Engineer

About the company
N0rg Industries provides fractional CTO services for SMB-sized established businesses and startups. Based in New York City, it was founded by Bernie Kravitz, a technology startup veteran, when he saw an underserved need for small to mid-size businesses to have a seasoned and skilled technology "grownup" in the room. We provide an exceptional quality of service to our clients, and we continue to do that by hiring exceptional, well-rounded, and generous people.

We celebrate the individuality and dignity of our team members. We prioritize quality of life, and have healthy boundaries for on and off work time. Our work environment is a value-driven community where team members can feel safe and supported, but also challenged and fulfilled.

About the opportunity
We are expanding our services to offer managed IT with a security and compliance mindset, and a top-tier service desk that the industry can't seem to produce. We want our clients to have the best support experience they've ever had, hitting that high bar every single time. It's a daunting challenge, and we're looking for the right person to help make it real.

About the role
The Lead Support Engineer will oversee and perform day-to-day tasks in the IT management of small business environments.

The ideal candidate is an L3 who is excited to grow into a more autonomous role and help build an exciting new IT support model. In addition to your subject matter expertise, you represent the company to our clients every single day with your professionalism, curiosity, and collaboration.

Hard skills
Administrate Microsoft Entra ecosystem. Develop tenant architecture, do security audits, harden settings, correctly provision accounts and credentials and ensure secure and compliant operation of identity and email.
Provision and manage workstation devices (laptops and desktops) in the Microsoft ecosystem and integrate with cloud-based identity, including cloud-based AD. Perform basic user-serviceable style repairs.
Answer service requests from basic password reset, to a very difficult-to-troubleshoot workstation with all kinds of intermittent behavior.
Familiarity with standard compliance and IT management tools (MDM/Intune, MXDR agents, etc.).
Familiarity with security tool stack (MXDR, SIEM, etc).
Familiarity with Google ecosystem (google workspace admin, identity, apps and email).
Familiarity with PSA and IT support systems.
Manage small office network hardware (firewalls, switches, wifi access points).
Comfort and familiarity with LLM automation tools, and management. (Know when to use it, know when not to).
Familiarity with compliance frameworks like SOC2.

Soft skills
You are outstanding at user support, and ensure that every customer interaction is of the highest quality and the most satisfying possible experience.
You truly enjoy helping our clients navigate through day-to-day technology frictions, regardless of their respective technology awareness or competence.
You have a "no stupid questions" approach to interacting with clients and are respectful and patient when helping a lay person understand what is common knowledge to a professional.
You recognize that there are multiple ways to solve a given problem, and understand that curiosity, questions, priority, and methodology will help you navigate the best course of action in any given context.
Your approach to client relations is kind, generous, competent, and calm.

Nice-to-haves
Experience managing Jr. Engineers.
Experience Developing SLA's, SOPs, and Runbooks.
Experience managing through real world security incidents.
Some sort of security or technical certification. (Ie, CSSP, CompTIA, etc.).
Able to occasionally do service calls on site in Manhattan and general tristate area.

This is a retainer-based contractor role for 30-40 hours per month. Additional hours may be available depending on client needs.

$70-$100 per hour commensurate with experience.