IT Support Apprenticeship - 18-month fixed term contract

Amazon; Tees Valley; On-site; GBP 18,000 - 22,000; Full time

Job summary

A global technology company in England is seeking an IT Support Apprentice to provide first and second-line support in a high-energy environment. The apprentice will gain practical experience and work towards a Level 3 qualification while learning to troubleshoot and resolve IT issues. No prior IT experience is needed; strong problem-solving skills and a proactive mindset are essential for this 18-month program.

Qualifications

• Strong analytical and problem-solving skills required.
• Effective communication skills for clear interaction with users.
• No previous IT experience is required.

Responsibilities

• Provide first and second-line technical support to users.
• Monitor performance and apply security updates to systems.
• Install and configure IT hardware and software.

Skills

Analytical skills

Problem-solving

Communication

Attention to detail

Proactivity

Education

3 GCSEs at grades 4 or above (A-C)

GCSE English and Maths at grades 3 or above (D or above)

Job description

Description

IT Support Apprentice - Empower Innovation Through Technology

Are you passionate about technology and eager to play a crucial role in keeping complex systems running smoothly? Join us as an IT Support Apprentice and help power the information and communication technology that drives Amazon's operations.

As an IT Support Apprentice, you'll work with innovative technology to ensure our business runs efficiently by executing technical procedures and providing high-quality first and second-line support. You'll resolve hardware, operating system, and software issues while supporting the IT and telecommunications infrastructure that keeps our fulfilment network connected.

You’ll be based in one of our UK Fulfilment Centres, where millions of products are processed and shipped to customers worldwide. These are fast-paced, highly energized environments – perfect for those who thrive on learning, problem-solving, and making a real impact.

Working alongside experienced IT professionals, you’ll gain practical experience across a range of systems while building your technical knowledge through the Level 3 Information Communications Technician Apprenticeship.

What You’ll Do

• Provide first and second-line technical support to internal users
• Install, configure, and maintain IT hardware and software
• Use diagnostic tools to troubleshoot and resolve network or system issues
• Monitor performance, apply security updates, and manage IT assets
• Collaborate with teams across the site to deliver high-quality IT service
• Contribute to improvement and automation projects that enhance efficiency

You’ll develop core skills in service management, networking, cloud services, operating systems, and cybersecurity, building a strong understanding of the technologies that underpin modern information systems.

Who We’re Looking For

• Have strong analytical and problem‑solving skills
• Communicate clearly and enjoy helping others
• Are proactive, organised, and attentive to detail
• Can thrive in a fast-paced environment and adapt to new challenges
• No previous IT experience is required – just enthusiasm, a growth mindset, and a willingness to learn

Your Development

At Amazon, it’s in our nature to learn and be curious. You’ll learn by doing, supported by world-class coaching, mentoring, and structured training.

This 18-month programme combines on-the-job experience with formal learning, giving you the opportunity to earn a recognised qualification while developing practical technical skills. You’ll spend 80% of your time working alongside IT professionals and 20% in structured learning, supported by your training provider and manager.

As part of your off-the-job learning, you may occasionally travel to a training centre, depending on your provider’s location.

Key Job Responsibilities

Technical Support and Troubleshooting

• Respond to and resolve IT issues promptly, maintaining high service standards.
• Apply systematic diagnostic techniques to identify and fix technical faults.
• Escalate complex issues appropriately while maintaining ownership and communication.

Maintenance and Configuration

• Install and configure computers, networks, and applications.
• Manage end-user devices using automated deployment and management tools.
• Perform proactive maintenance to ensure system stability and minimise downtime.

Security and Compliance

• Monitor system performance and apply security measures to protect against cyber threats.
• Follow IT policies and data protection protocols to maintain compliance and safety.

Collaboration and Communication

• Communicate clearly and effectively with technical and non-technical users.
• Participate in team meetings and project reviews to share knowledge and updates.

Continuous Improvement

• Support the implementation of new technologies and site upgrades.
• Identify opportunities to simplify processes and improve efficiency.
• Keep your technical knowledge up to date through continuous learning.

A Day in the Life

• Interpret and prioritise internal or external customer requirements, providing remote or in-person support to resolve issues related to IT infrastructure, end-user devices and applications.
• Maintain end-user devices and assets using automated procedures and workflows to install, configure, and decommission as required.
• Apply appropriate tools and techniques to diagnose and rectify faults, maintaining detailed documentation and escalating complex problems as needed.
• Perform software upgrades and maintain network environments.
• Provide proactive maintenance to maximise the availability of all IT equipment.
• Monitor system performance and usage, applying necessary security measures to protect against cyber threats.
• Establish and deploy digital communication or telecommunications systems using diagnostic equipment and tools as required.
• Communicate effectively with stakeholders at all levels, keeping them informed of progress and managing escalations.
• Implement projects and deliver innovations together with other IT colleagues.
• Maintain a safe and secure working environment, adhering to health and safety protocols.
• Continuously develop your professional skills and knowledge to stay abreast of industry trends and technological advancements.

Basic Qualifications

• Be 18 years or older before the start date (August 2026).
• Have the right to live and work in England (if you are on a visa, this must enable you to legally work and reside in England for the entire duration of the programme until February 2028).
• Have lived in the UK or in the European Economic Area (EEA) for the last 3 years.
• Be a resident of the UK for the entire duration of the programme.
• Not be registered to study on a UK government funded course ending July 2026 or later.
• A minimum of 3 GCSEs (or equivalent) at grades 4 or above (A‑C) in any subject.
• GCSE English and Maths (or equivalent qualifications) at grades 3 or above (D or above).
• Please note, if you have received educational qualifications outside of the UK then we will require a Statement of Comparability to confirm your eligibility for the scheme. Please ensure you obtain one during the application process, through UK ENIC: https://www.enic.org.uk/.
• Previous qualifications will be reviewed for funding eligibility and offers are subject to funding approval.
• This is an 18‑month fixed‑term contract. You must NOT already have a qualification in a similar subject at the same or higher level than this apprenticeship.
• This apprenticeship assumes the candidate has little or no knowledge/experience of the occupation and is NOT suitable for candidates who already have a similar or higher‑level qualification in the same or similar subject of the apprenticeship.

Preferred Qualifications

• You can operate in a fast-paced operational environment.
• You can demonstrate drive and a passion for learning.

Equal Opportunities

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice https://www.amazon.jobs/en/privacy_page to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn’t listed, please contact your Recruiting Partner.