IT Support Coordinator

About Railbookers:

At Railbookers, we believe that the journey is just as fulfilling as the destination. Life onboard is full of opportunities, new experiences, and rewarding relationships.

We're a team of diverse, talented people from around the world. As we continue to expand internationally, we strive to ensure that our culture remains alive and well -that we remain aligned and engaged. Global movements don't spring from one individual. It takes an entire team to make an impact and do something BIG. At Railbookers, we encourage every employee to identify areas of opportunity within the organization.

Every single person at Railbookers has a passion for travel, which explains why we're so avid about encouraging our customers to get out and discover the world for themselves. Most importantly, we embolden you to be yourself and enjoy the work you do on a daily basis. We like having a great time at work, not just outside of it.

Job Overview:

We're seeking an IT Support Coordinator to provide front-line technical support for our global remote workforce across the US, Canada, UK, Australia, and Asia. This position is primarily focused on Tier 1 support—responding to and resolving day-to-day technical issues and service requests—but also handles Tier 2-level troubleshooting when issues require deeper analysis or coordination with vendors.

This is a highly interactive role that requires strong communication skills and a service-oriented mindset. The IT Support Coordinator will engage directly with staff via video call and chat to provide real-time support and resolution, particularly for our call center operations where uptime and quick response are critical. The position requires working Pacific Time (PST) hours, ideally from the US West Coast, to ensure overlap with our teams in Australia.

Key Responsibilities:

• Technical Support and Problem-Solving:
• Provide Tier 1 and Tier 2 support for hardware, software, network, and account issues.
  • Tier 1: Respond to common issues such as login problems, password resets, VPN and connectivity issues, printer setups, and software troubleshooting.
  • Tier 2: Investigate and resolve more complex issues involving configuration, integrations, or recurring incidents that require additional analysis or vendor coordination.
• Manage and resolve tickets in Jira, maintaining clear documentation and timely updates.
• Support a primarily Windows-based environment, including Azure AD, Intune, Autopilot, and Microsoft 365.
• Troubleshoot VPN, RDP, and network connectivity issues.
• Provide limited support for Mac users within the organization.
• Coordinate with vendors in the US, UK, Australia, and Singapore for service escalations or hardware replacements.
• Support the operation of our call center, ensuring immediate response when technical issues affect service or performance.
• Troubleshoot and support integrations with Twilio to maintain communication system stability.
• Onboarding and Offboarding:
• Manage onboarding and offboarding processes, including account creation, hardware provisioning, and system access configuration.
• Use Windows Autopilot for device setup to ensure consistent deployment and compliance with company standards.
• Maintain accurate records of user accounts, permissions, and IT assets.
• Communication, Collaboration, and Documentation:
• Engage with end users directly via video call and chat to provide hands-on, interactive support.
• Communicate technical information clearly and professionally to users of varying skill levels.
• Collaborate with internal stakeholders across regions to address issues and implement improvements.
• Document procedures, recurring issues, and solutions in the knowledge base to enhance future support efficiency.
• Continuous Improvement and Innovation:
• Identify opportunities to improve processes, tools, and user experience.
• Stay informed on updates in Microsoft technologies, Azure, and general IT best practices.

• Contribute ideas to enhance system stability, support response, and user satisfaction.

• Associate degree required, bachelor's degree in computer science, information systems, or related field preferred.

• Minimum of 2 years of experience providing IT support in a Windows and Microsoft 365 environment.
• Strong working knowledge of Azure AD, Intune, Autopilot, and Microsoft 365 administration.
• Experience managing support tickets in Jira.
• Familiarity with ConnectWise, ManageEngine, Twilio, VPNs, and RDP.
• Experience providing IT support to remote teams across multiple time zones.
• Ability to work Pacific Time hours (preferably based on the US West Coast).
• Excellent verbal communication and interpersonal skills; comfortable interacting frequently over video and chat.

The IT Support Coordinator plays a key role in maintaining the performance and reliability of the company's technology environment. This position combines hands-on troubleshooting, real-time user support, and proactive communication to keep our teams productive and connected across time zones. It's a strong fit for someone who enjoys problem-solving, thrives on interaction, and takes ownership of keeping systems and people running smoothly.