There’s no denying that IT support teams are crucial for keeping an organisation’s IT infrastructure such as networks, devices, and data storage running efficiently. Their offered technical assistance is also a service that is valuable for both employees and customers. But with malware threats continuing to rise, the role of IT support services has evolved to more than just ensuring smooth technical operations.

Tech support teams now often function as a business’s first line of defense against cyberattacks. Whether it’s verifying phishing emails, dealing with ransomware attacks, or investigating system vulnerabilities, IT support teams are at the forefront of the enterprise’s IT security.

Understanding the Current Threat Landscape

These days, it doesn’t take much to launch an attack. Threat actors don’t even need to be highly skilled hackers or knowledgeable of malware code to do so. Business models like Ransomware-as-a -service (RaaS) are not only thriving but rising in usage and popularity. This means it has become easier to commit cybercrimes, putting more companies and users at risk.

In the CrowdStrike 2024 Global Threat Report it was revealed that identity-based and social engineering attacks are still among the biggest threats to organisations. The said document further reports that threat actors are able to continue using these techniques by utilising more sophisticated methods such as SMS phishing, vishing, and SIM swap operations. They also have custom toolkits that gather user credentials and intercept multi-factor capabilities.

It’s clear that tech support professionals need to be constantly vigilant when it comes to maintaining IT security within the enterprise. Awareness of evolving threats is key to implementing the right preventive measures in cybersecurity.

But that’s just part of it. IT support teams need to do more.

Best Practices in Cybersecurity

Here are four proven strategies that IT support teams can apply to strengthen organisational defences: Implementation of strong access controls.

A fundamental aspect of cybersecurity is access control. Basically, access control encompasses several security principles that limit the access to sensitive information and critical systems for only those authorised. One such principle is Role-Based Access Control (RBAC). This mechanism gives access permissions based on an employee's role in the company. RBAC minimises the risk of unauthorised access by granting a user access to only the data and system necessary for their particular function.

Multi-Factor Authentication (MFA) is another critical measure that adds an extra layer of security. It requires users to provide two or more verification factors to gain access to a resource, significantly reducing the chances of unauthorised entry. For instance, along with the basic requirement of a password, an MFA system may also ask for a one-time-password (OTP) sent to the registered mobile and/or request a fingerprint scan. There are various types of authentication elements such as security questions, OTP via email, security tokens, and other biometric identifiers like facial recognition or retina scans.

Regular updating and patching of systems

Another salient aspect of cybersecurity is keeping systems and applications regularly updated. Outdated software is often susceptible to vulnerabilities that cybercriminals can readily exploit. One of the most infamous cyberattacks was the WannaCry Ransomware attack in 2017. Infecting over 200,000 computer systems in 150 countries, the Wannacry attack was characterised by the exploitation of a vulnerability in Windows.

The process of identifying, evaluating, and addressing security flaws before they can be exploited is called vulnerability management, and IT support teams play a key role in its implementation. Tech support staff are responsible for ensuring that all systems, applications, and devices are up-to-date. They may however, be aided by automation tools that manage the deployment of updates and security patches across the company.

Providing comprehensive training to IT teams

The right technology tools are important, there’s no doubt about that. But just as vital are training and awareness programs for tech employees. These programs equip IT support teams with the knowledge and skills they need to respond to constantly-evolving cyber threats. For example, you can conduct cybersecurity training for support technicians that covers the latest threats and security protocols.

Another common strategy is to have help desk staff experience simulated phishing attacks. These are test phishing emails that mimic real attacks to assess their awareness and preparedness. Allowing tech teams to undergo simulations like this helps your organisation identify weaknesses in your security measures and provide targeted training to strengthen defenses.

Developing a robust Incident Response Plan

With the appropriate tools and policies in place, your enterprise should never have to experience any security attacks. However, having cybersecurity best practices isn’t just about preventing attacks but also knowing how to respond to one. Having an Incident Response Plan (IRP) is one solution. The IRP details the steps to take when a security breach occurs: identifying the incident, eradicating the threat, recovering affected systems, and communicating with affected stakeholders. In short, a well-defined IRP helps manage the impact of cyber incidents.

Companies are also encouraged to conduct regular drills and simulations for IT teams and employees in sensitive positions. This is to ascertain how prepared they are for such critical incidents. These exercises also allow team members to practice their roles in the event of an attack, and improve the decision-making skills of support team leaders.

Improve Your IT Security; Strengthen Your IT Support Team

As they evolve, cyber threats are only going to become more serious. Have your IT Support team on the alert by implementing these cybersecurity strategies. But then again, managing and maintaining effective security can be complex and time-consuming for many SMEs. In this case, a managed service provider (MSP) for IT support has got you covered. Contact a trusted MSP today for expert guidance, 24/7 monitoring, and tailored solutions to safeguard your business.