IT Support Apprenticeship – 18 - month Fixed Term Contract

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 energised 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

We welcome individuals from all backgrounds who are curious about technology and enjoy solving problems. You'll succeed in this role if you:

• 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

Interpreting and prioritising internal or external customer requirements, providing remote or in-person support to resolve their issues related to IT infrastructure, end-user devices and applications. Maintaining end user devices and assets using automated procedures and workflows to install, configure, and decommission as required. Applying appropriate tools and techniques to diagnose and rectify faults, maintaining detailed documentation and escalating complex problems as needed. Installing and configuring computer systems, performing software upgrades, and maintaining network environments. Providing proactive maintenance to maximise the availability of all IT equipment. Monitoring system performance and usage, applying necessary security measures to protect against cyber threats. Establishing and deploying digital communication or telecommunications systems, using diagnostic equipment and tools as required. Communicating effectively with stakeholders at all levels, keeping them informed of progress and managing escalations. Implementing projects and delivering innovations together with other IT colleagues. Maintaining a safe and secure working environment, adhering to health and safety protocols. Continuously developing your professional skills and knowledge to stay abreast of industry trends and technological advancements.