Job Summary: In this role, you will provide troubleshooting assistance and support related to specific software and peripherals of the Caesar Vision POS product and on-demand food delivery service used by corporate and franchisee stores around the world. You will be responsible for logging inquiries and responding to basic queries, running diagnostic tests, isolating problems, determining solutions and/or resolving simple issues. When possible, you will implement the solution, guide the caller to how to implement the solution and resolve customer service issues, however, you will be expected to escalate more complex problems to more experienced staff and/or a supervisor or Manager. You will be part of a team of Help Desk professionals supporting software solutions and third-party delivery service to stores. Key Responsibilities: - Provide client support and technical assistance for basic incoming - queries and issues related to the computer software, hardware and on-demand food delivery service. - Analyze issues, ask appropriate questions and problem-solving methodologies. Walk the customer through problem-solving process and attempt to isolate the problem and identify solution, if possible. If unable to solve the issue, refer to more experienced staff. - Troubleshoot problems as well as provide application support to end-users. - Follow up with client and/or customer to ensure issue was resolved to their satisfaction. - Provide excellent client service to corporate, franchisee stores and delivery service customers. - Support clients on various work schedules that may include 24 x 7 support to international stores, franchisees and customers. - Respond to queries using phones, email or other methods of communication. - Provide basic instruction and support to clients with computer peripherals related to Caesar Vision products or delivery service customers. - Log all issues identified in Service Now call tracking system. - Report all trend calls to Supervisor or Manager Help Desk. Required Knowledge, Skills and Abilities: - High school education or equivalent. - Evidence of knowledge and experience with call center software. - Customer, client or call center environment experience with the ability to problem-solve with customers and an understanding of when to escalate questions or issues. - Evidence of the ability to be collaborative with, and communicate clearly and effectively, with all types and levels of store personnel and delivery service customers who contact the help desk. - Demonstrated ability to listen, ask questions, follow-up and address client concerns. - Evidence of customer focused orientation with excellent phone etiquette and experience dealing with frustrated or difficult customers. - Must demonstrate experience in a fast-paced workplace and ability to be flexible and responsive. - Evidence of ability to communicate technical information to non-technical store personnel that contact the help desk. - Evidence of organizational skills with the ability to prioritize workload and handle multiple priorities concurrently. - Proven ability to function in a team environment, supporting team members when needed. - Experience with Service Now call tracking system is preferred. Disclaimer: The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Blue Line Distribution. Blue Line Distribution is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested. This company participates in E-Verify. Click on any of the links below to view or print the full poster. E-Verify and Right to Work. PRIVACY POLICY

• Levantar información con áreas funcionales y técnicas. • Analizar la demanda actual y proyectada del servicio. • Diseñar el modelo operativo de la mesa de ayuda. • Definir estructura organizacional y dimensionamiento del equipo. • Establecer SLA / ANS aplicables al servicio. • Generar lineamientos para la implementación operativa.

• Define, design, and govern enterprise-grade custom applications and extensions built on the Workday Extend platform. • Support new and existing clients through Extend strategy and feasibility assessments. • Participate in presales activities including discovery, use-case qualification, high-level solution design, and estimation. • Define and govern end-to-end Workday Extend solution architectures. • Serve as an escalation point for complex technical, architectural, or performance challenges. • Develop reusable Extend components, accelerators, and reference designs. • Support definition of Extend delivery standards and methodologies. • Mentor Extend developers, technical consultants, and architects.

About us: Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly. Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely. The role in a nutshell: We are looking for an experienced IT Support Professional with deep knowledge of all things Atlassian. You’re a Jira and Confluence specialist who is on track to becoming a true functional expert in the Atlassian ecosystem. You'll be the Atlassian expert—building projects, service desks, and keeping our tools running smoothly so our teams can work efficiently. Beyond your Atlassian responsibilities, you’ll be a member of the IT Operations team, dealing with complex user issues, responding to support queries, and helping to automate our processes wherever possible. In this role, you will act as the "engine" behind our Atlassian platform, performing deep, hands-on specialist work within a supported structure. Your goal is to ensure our Jira and Confluence instances are high-performance tools that facilitate communication, security, and continuous improvement across the organization. Your mission will be: - Atlassian Platform Administration — Be the main point of contact for Jira Software, Jira Service Management, and Confluence. Handle complex configurations and help deliver our IT strategy. - Workflow Design — Build and maintain custom workflows, issue types, and screens. Use validators, conditions, and post-functions to keep data accurate without making things harder for end users. - Platform Health — Keep our Jira instance clean and fast. Regularly remove inactive users, archive old projects, and clean up unnecessary custom fields. - Security & Access Management — Manage user roles, groups, and permission schemes to make sure people only have access to what they need—especially important in a regulated fintech environment. - Troubleshooting & Documentation — Investigate and resolve complex issues, escalate to Atlassian support when needed, and write clear, helpful guides so users can solve common problems themselves. - Stakeholder Communication — Work comfortably with both technical teams (developers, DevOps) and non-technical teams (Legal, Compliance, Marketing). Take business needs and turn them into practical system configurations. - Dashboards & Projects — Build real-time dashboards for visibility and insight, and take an active role in IT projects from planning through to delivery. - IT Support — Supporting our 600+ users, ensuring they have the tools and access they need to do their very best work. A little about you: - We require someone with a background in IT support. The ideal candidate will be equally comfortable handling general IT support tasks and tackling complex issues, such as deep-diving into a Jira permissions problem. - 3+ years of hands-on Atlassian administration experience in an enterprise setting. - Strong knowledge of the Atlassian app ecosystem, with a genuine interest in growing your expertise. - Comfortable working with JQL (Jira Query Language). - Excellent communication skills—you listen well, adapt your tone to your audience, and explain technical things clearly. - A logical, methodical approach to troubleshooting and problem-solving. Nice to Have - Atlassian certifications: ACP-100 (Jira Admin) or ACP-600 (Project Administration). - Experience with eazyBI and Jira Assets. - Experience with Okta, Jamf, and Google Workspace. - A background in a regulated industry where security and audit trails matter. Life at Luno: - Remote but reachable work policy gives you the freedom to choose between working from home or the office. - Enjoy an Annual Inspiration Day in addition to your annual leave, which increases with your length of service, plus the option to buy or sell up to five days of leave. - Improve body and mind, with excellent private medical insurance - Access to Learnably and our additional learning platforms for your personal and professional development - A collaborative, friendly work community, with regular social events and classes hosted by our Lunauts - 6 months primary care-giver leave - Paw-ternity leave for your furry friend - 0 fees up to a certain amount with Luno from the day you start.* *Offer only available on Luno Instant Buy, not Luno Exchange We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability statusAbout the Role