Sr Technical Support Spec

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities.

HMH serves more than 50 million students and 4 million educators in 150 countries. HMH Technology India Pvt. Ltd. is our technology and innovation arm in India focused on developing novel products and solutions using cutting-edge technology to better serve our clients globally. HMH aims to help employees grow as people, and not just as professionals.

As a Senior Technical Support Specialist, you will be the escalation point for complex technical issues related to Microsoft cloud services and on-premises infrastructure. You will leverage your expertise in Microsoft Azure, Microsoft 365, and Active Directory to provide advanced troubleshooting, implement solutions, manage systems, and ensure seamless operation across the organization's technology stack. This role requires a blend of deep technical knowledge, excellent problem-solving skills, and the ability to mentor junior support team members.

Key Responsibilities:

Advanced Troubleshooting & Resolution: Serve as an escalation point (Tier 2/3) for technical incidents affecting user accounts, endpoints, cloud services, and SaaS systems. Conduct root cause analysis (RCA) and implement long-term solutions to prevent recurring issues.

Microsoft 365 Management: Administer and support the M365 environment, including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune (endpoint management).

Identity & Access Management: Manage and support on-premises Active Directory and Azure Active Directory (Entra ID), including hybrid identity, Conditional Access, Multi-Factor Authentication (MFA), SSO integrations, and Group Policy Objects (GPO).

Azure Infrastructure Support: Provide support for Azure resources including compute, storage, networking (VNets, VPN Gateway, DNS, DHCP), and identity services. Optimize cloud resource consumption and costs through monitoring and implementing governance policies.

Project Participation: Lead or participate in IT projects, such as cloud migrations, system upgrades, and new technology deployments, ensuring timely delivery and quality.

Documentation & Knowledge Sharing: Create and maintain detailed technical documentation, knowledge base articles, and standard operating procedures (SOPs). Mentor and provide guidance to junior support staff, sharing knowledge to improve overall team efficiency.

Security & Compliance: Ensure systems adhere to organizational security standards and regulatory frameworks. Implement and manage security measures within the Microsoft environment, such as data loss prevention (DLP) and security monitoring.

Vendor Liaison: Coordinate with vendors and third-party providers for complex issue resolution and efficient system integrations.

Qualifications and Skills:

Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Experience: Minimum of 5+ years of experience in a technical support or systems administration role within an enterprise environment.

Technical Proficiency:

In-depth knowledge of Windows Server operating systems (2016, 2019, 2022).

Strong proficiency in PowerShell scripting for automation of administrative tasks.

Experience with ticketing systems (e.g., ServiceNow, Jira) and remote support tools.

Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).

Certifications (Preferred): Microsoft Certified: Azure Administrator Associate (AZ-104), Microsoft 365 Certified: Administrator Expert, or other relevant certifications (e.g., ITIL Foundation).

Soft Skills: Excellent analytical and problem-solving skills, strong written and verbal communication, and the ability to work effectively under pressure and prioritize tasks in a fast-paced environment.

HMH Technology Private Limited is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.