How do you train your staff to spot phishing emails?

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Malware attacks are a serious threat to any organization that relies on computers and networks. They can compromise data, damage systems, and disrupt operations. As a technical support professional, you have a key role in preventing malware attacks by educating and training your staff to spot phishing emails. Phishing emails are one of the most common methods that hackers use to deliver malware to unsuspecting victims. In this article, you will learn how to identify and avoid phishing emails, and how to respond if you or your staff encounter one.

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1 What is phishing?

Phishing is a type of cyberattack that uses deceptive emails to trick recipients into clicking on malicious links or attachments, or providing sensitive information. The emails may look like they come from legitimate sources, such as banks, vendors, or colleagues, but they are actually designed to steal passwords, credit card numbers, or other data. Phishing emails may also contain malware, such as ransomware, spyware, or viruses, that can infect your computer or network if you open them.

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2 How to spot phishing emails

It is possible to identify phishing emails by looking for common signs. When examining an email, check the sender's address for spelling errors, extra characters, or unfamiliar extensions. The subject line and greeting should be relevant, personalized, and appropriate. Content and tone should be clear, coherent, and professional without grammatical or spelling errors. Links and attachments should be relevant, safe, and expected with no suspicious URLs or file names. Lastly, the request and action should be reasonable; if you are unsure contact the sender using a different channel.

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3 How to avoid phishing emails

The best way to prevent malware attacks from phishing emails is to avoid opening them in the first place. To do this, use a spam filter and an antivirus software on your email client and computer, as well as strong and unique passwords for your accounts and services. Do not open or respond to unsolicited or unexpected emails, click on links or open attachments from unknown or untrusted sources, or provide personal or financial information via email. Educate and train your staff on how to recognize and avoid phishing emails with examples, guidelines, and resources. Additionally, change passwords regularly and do not share them with anyone.

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Sargis Yaghubyan

Information Technology Specialist
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Since regular users always have a doubt if unsolicited email is legit or not, the best practice is to not open the email and report it via the "Phishing Alert Report" ribbon in Outlook or as spam.

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Daryl Crook - CISSP
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In addition, utilize a CDR (Content Disarm and Reconstruction) process that takes advantage of Zero Trust in file content to ensure no malicious content can reach the end user. That way, even if a phishing email with a malicious zero-day attachment slips past any filters, the end user only receives a cleaned file that cannot cause any damage.

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4 How to respond to phishing emails

If you or your staff accidentally open or click on a phishing email, it's important to act quickly to minimize the damage and prevent further attacks. Disconnect your computer from the internet and the network to stop malware from spreading or communicating with the hacker. Scan your computer and network for malware using a reputable antivirus software, then change your passwords and notify your contacts if you suspect they have been compromised. Report the phishing email to your IT department and email provider to help investigate the source and scope of the attack. Finally, take time to review how the phishing email got through and update your security policies and procedures to prevent it from happening again. As a technical support professional, you can play an essential role in preventing malware attacks by educating and training staff to identify and avoid phishing emails, as well as responding effectively if they occur.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Chris Jackson

IT Professional
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We use a service called KnowBe4 that trains our users by sending random test emails that entice them to click links/ input credentials. It notifies us who failed the test so that we can train that user on how to spot malicious emails.

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Josh Young

IT Specialist | Network+ | A+ | (ISC)2 Certified in Cybersecurity | ITIL 4 Foundation | InfraGard member | MS-ISAC member
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We use KnowBe4. Aside from the simulated phishing campaigns, there are other training materials that you can send to users such as videos and posters. We have found this service to be very valuable and I would highly recommend this for use in your organization. That being said, there are a number of other organizations that provide security awareness training. The following organizations are some of the many that provide this service: Infosec Sans Institute Proofpoint Fortinet Barracuda Networks

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How do you train your staff to spot phishing emails?

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1 What is phishing?

2 How to spot phishing emails

3 How to avoid phishing emails

4 How to respond to phishing emails

5 Here’s what else to consider

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How do you train your staff to spot phishing emails?

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1 What is phishing?

2 How to spot phishing emails

3 How to avoid phishing emails

4 How to respond to phishing emails

5 Here’s what else to consider

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