How can Technical Support professionals be trained in cybersecurity?

As a working Technical Support person must enhance the knowledge in the Operating System Security concepts such as user, group and file permissions. Furthermore encryption and decryption of the data. Moreover to run the application on the server uses a webserver so it is necessary to add all the appropriate headers so globally the server data cannot be exposed. It is important to update and analyze the code every week to avoid the loopholes. It is great to have the knowledge of CDN for the DNS to make sure server IP can be hidden globally. Firewalls must be allowed only essential ports such as 80 and 443 traffic globally. All the architecture must be followed by the CIA standard rule. These small things can help to switch Tech to Cyber.

Anyone can be train in the field of cyber security if have technical interest and want to choose path of cyber world as a career development. Otherwise every one should have at least enough knowledge to protect and handle their sensitive information digitally. Further, technical support can be train as per their experience and area of interest as where to enhance or polish their skill set and career.

Many of the technical support staff I have worked with already possess at least a working knowledge of the basics of IT Security without them necessarily even realising it. Of course, knowledge levels vary but many will be carrying out cyber security-related work day to day such as providing information to users on password security policies in place, the need to check URLs in emails for phishing or configuring systems to only accept connections from known places. Because cybersecurity is such a vast area I think people often aren't aware of how their current skills are already related to cybersecurity. Assessing someone's skills and positively showing them what they already do, can help encourage someone to take further training.

Assessing the existing knowledge and skills of your technical support team will help you identify knowledge gaps so you can tailor the training accordingly. A tailored approach would ensure that individuals receive the appropriate level of training considering their expertise and experience in cybersecurity, reducing redundancy and optimizing the use of resources. It also minimizes the training overload. For staff who already possess a good understanding of certain cybersecurity concepts, assessing their knowledge prevents overloading them with redundant information. This can help maintain their motivation and engagement during the training process.

Assessment is key, but the methodology is even more important. What role is the CS professional in or aspiring for. Test for that knowledge and work on a training path from there.

I fully agree with this analysis. Cyber security knowhow is not gained by attending one boot camp or course. It's acquired by a mix of different methods. There are lots of free certificated courses on-line that provide a good grounding. Reading the official study guides for CISM and CISSP will provide depth of knowledge, micro learning via linked in, YouTube etc reinforces knowledge and hands on workplace experience cements your place in industry. Agility is key, the industry moves. Use 80/20 rule here, focus on the 20% of cyber security that delivers 80% of the protection for example risk assessment, threat analysis, strong policies and standards enforced at the point of use, defence in depth and zero trust architecture etc.

Every organisation is different, and every training topic is also different. A varied approach would work best. Bite size learning builds curiosity. This would be a good starting place.

Once you the the role the CS professional is in and aspiring for you can tailor the path for that person. This will likely be a mixture of hands on, online, certification learning. Should a more senior member of the CS team possess the skills needed it may also be possible to have the senior professional assist in the teaching of the junior professional. There is no "one best way" to learn and teach. Furthermore, the persons learning styles should be taken into account. In some situations the persons native language may also play into learning options.

There are numerous cybersecurity training formats like online courses, webinars, workshops, simulations, games, podcasts, videos, and books. The optimal choice depends on the goals, budget, time, and the tech staff's preferences. While online courses offer flexibility, they demand self-discipline. Workshops provide hands-on experiences but can be pricier and time-intensive. Simulations and games are engaging but might not be comprehensive. It's best to mix various formats to cater to the tech staff's needs and objectives.

Of course different organisations/sectors they're bound to satisfy certain regulatory obligations. From technical support perspective, I believe they should be made aware/educated about information security as whole. Since TS people mainly work on tickets/chats/calls, they should be made aware of Privacy related issues. This can be achieved via company infosec mandatory trainings. They should be instructed that ticket needs to be worked on within the said SLA, or they should include all the relevant information about an incident maybe. Further, auditors also check how many tickets were closed , how many are still open, they see the details. So, these should be very well handled as oer ITIL process.

Again, the important thing to remember is the role of the CS professional. Some standards might not be worth learning based on the field a profession does their work within. For example, Medical, Education, Military. Each of these has their own standards and often times these standards do not overlap with other fields.

When considering the diverse landscape of cybersecurity training formats, the abundance of options can be overwhelming. If you find yourself uncertain about which path to choose, exploring free cybersecurity training resources, such as YouTube channels, whitepapers, and articles, can be a wise starting point. Don't confine your learning within narrow boundaries in the vast cyberspace. What's remarkable about the cyber world is the wealth of cybersecurity resources available. If you possess a genuine passion for learning, the self-discipline to continuously enhance your skills, and the ability to apply your knowledge to practical work, in my humble opinion, you have the potential to become one of the world's cybersecurity experts.

Cybersecurity is a constantly evolving landscape, deeply intertwined with standards and frameworks that dictate its best practices. These frameworks offer structured paths for organizations to establish and maintain cybersecurity measures specific to various environments. ISO 27001, for instance, presents criteria for an Information Security Management System, ensuring data security. The NIST CSF (National Institute of Standards and Technology Cybersecurity Framework) provides guidelines for private sector organizations to manage and reduce cybersecurity risk. CIS Controls offers a prioritized set of actions to safeguard systems and data. PCI DSS focuses on securing credit card transactions and cardholder data.

Just make sure the professionals are aware of these standards and frameworks first, and the importance of them in the first place.

Technical Support professionals should refresh and improve their knowledge and skills regarding cybersecurity often, especially if the product they support engages with sensitive data. Based on the format they received the training, the sources of the training documentation should be accessible to them at all times. You will often find yourself in a situation where you need to confirm some steps, especially when data compliance is in question. Additionally, performing real-life training situations will obtain a fair performance review and will gain enough information about the quality of training they received.

I've personally learned or studied a concept and walked away thinking I was proficient, only to revisit that topic at a later date and learn substantially more than I already knew. A CS professional, no matter how senior in their role or field, will always have opportunities to learn and further polish their knowledge.

》Maximizing Cybersecurity Learning Outcomes《 Cybersecurity isn't just a one-and-done training, it's an ongoing commitment. It’s crucial for tech support pros to apply learned theories in real scenarios daily. But knowledge without consistent reinforcement fades. Feedback from colleagues, managers, and external experts sharpens skills and introduces fresh perspectives. Regular reviews and updates ensure they stay abreast of evolving threats. In this digital age, knowledge stagnation equals vulnerability. Hence, continuous learning, feedback, and application are the triad for effective cybersecurity defenses. Commitment to this continuous loop ensures robust frontline defense against evolving cyber threats. Stay vigilant and ever-evolving!

Cybersecurity training is an ongoing journey, not a singular event. For technical support professionals, it's paramount to embed cybersecurity principles in their daily routines, ensuring protection against ever-evolving threats. While understanding theoretical aspects is foundational, practical application in daily tasks and real-world scenarios solidifies this knowledge. Feedback mechanisms are crucial: from managers offering guidance, peers providing collaborative insights, to mentors sharing wisdom. External perspectives, be it from industry experts, cybersecurity communities, or resources, offer varied insights, keeping them abreast of the latest trends. Regularly revisiting and updating their skillset ensures they remain effective

Cybersecurity training is vital for technical support professionals, who face cyber threats and incidents daily. It is not a duty, but an opportunity to improve their skills, career, and recognition.

I think this is true of all roles within a company, not just those who are directly in CS. Those who are in IT must understand the principals of CS even if their role doesn't require them to apply that knowledge. Those who are outside of IT and CS must understand fundamental concepts, including concepts which are unique to the professionals field or industry. Teachers need to understand why the data they have access to is valuable so they desire to protect it. Medical professionals need to understand that a breech could jeopardize peoples lives so that the professional chooses to protect data and follow best practices.

Creating a strong cybersecurity culture is key. It's about balancing necessary security measures with empathy. Work alongside staff to develop practical solutions, making transitions smoother. Education is crucial; explain the reasons behind security protocols. Foster collaboration and reward cybersecurity efforts, encouraging the sharing of best practices. Promote learning and innovation, keeping teams updated on threats and defenses. Aim for a culture that actively values and integrates security, leading to a resilient, informed, and proactive workforce.

Technical support team can be considered as the heart of an organization, especially product based organisation. In most of the scenarios they have highly confidential data on their laptops, clients information, infrastructure sometimes even logs generated by organisations software or product. First thing which comes to my mind is providing timely security awareness training which should be practical and help support executives to identify red flags. Second, administrative controls should be provided in depth when a user onboards. Policies like clear desk, locking machine before leaving your PC, etc. Third, a small session from security operations team regarding the latest security trends and best practices.

Look at every recent security breach and find the root cause. Was it social engineering? Was it a security flaw? Then find the steps to remedy these situations when you encounter them.

Hands on examples of recent incidents. Provide clear communication of steps to prevent the mentioned examples from happening again. Cause, cost and effect of the attacks. Enforce the idea that software protection isn't enough but human errors are mainly how hackers gain access. Take the example of phishing session tokens using massive pdf files that aren't scannable by softwares but loaded with malicious code posing as a proposal; a recent incident was #linustechtips YouTube channel that allowed hackers to take over all the channels and everything and broadcast scam content etc. This is a tiny example of many.