Level 1 IT Support in Cybersecurity

The Rising Importance of Cybersecurity

It’s becoming increasingly clear that Cybersecurity threats are growing, especially in recent years. They’re growing in frequency and sophistication; affecting organizations of all sizes, and across all sectors. These often-newsworthy events cover a wide range of threat types, including:

• Ransomware attacks
• Supply chain attacks
• Phishing and social engineering campaigns
• Critical infrastructure and nation-state attacks
• Zero-day exploits
• Data breaches
• IoT and device-based threats
• Cryptocurrency-related cybercrime
• Emerging AI and deepfake threats

High-profile breaches quite often lead to significant financial losses, damaged reputations, and regulatory consequences for many businesses. However, even the smallest of organizations face the same risks and security trends as a Fortune 50 company does. This kind of dynamic and uncertain environment underscores the need for robust defenses, with IT support playing a vital role.

Common Cybersecurity Pitfalls

Whether you are overseeing a large organization with its own in-house service desk or using a partner-provided solution for your 50-employee startup, it’s important to remember that it’s not if a cyber-attack occurs— it’s more a question of when it will occur. By acknowledging the reality of the landscape, you’ll be far more empowered to proactively prepare for anything that comes your way.

First, it’s helpful to review the most common types of cybersecurity threats your organization may encounter.

The most common cybersecurity threats for businesses include:

• Phishing Attacks: These involve deceptive emails designed to trick recipients into revealing sensitive information or clicking on malicious links.
• Malware and Ransomware: These kinds of attacks are characterized by unauthorized software infiltrating endpoints to steal, encrypt, or damage data.
• Credential Compromise: This threat occurs when unauthorized individuals gain access to user accounts, often through phishing or brute-force attacks.
• Insider Threats: These stem from malicious or negligent actions by internal personnel, such as unauthorized data access or intentional sabotage.

While many corporations and companies have some kind of line of defense in place to handle attacks such as these, there is often still room for improvement when it comes to a cybersecurity approach. Here are the top obstacles we’ve seen as an IT services provider when working with our own clients:

• A lack of proper verification methods (i.e. multi-factor authentication), which leaves end-users extremely vulnerable to potential attacks
• Neglecting to monitor data in real time, which makes it that much more difficult to adapt and make nimble, quick security decisions.
• Your employees may have already done cybersecurity training (and more than once if they’ve held multiple jobs), but resistance to continuous cybersecurity training can also be the culprit when it comes to the ongoing growth and learning needed to keep up with cybersecurity threats.
• No matter if you’re using a partner-provided solution like Mechdyne or managing your own in-house team, lack of transparent communication with your IT support also hinders cohesive cybersecurity efforts.

Level 1 Support: A Cybersecurity Superhero

IT support operates within a multi-tiered structure and is essential for defending against a multitude of cyber threats. However, Level 1 support acts as the first line of defense: They identify and escalate threats at an early stage. By addressing incidents promptly, agents on a Level 1 team can significantly reduce the risk of breaches. A proactive approach at this level can go so far as to even prevent breaches, which minimizes organizational risk— and saves precious dollars in the long run.

To truly appreciate the full scope of what a Level 1 support agent does daily, we’ve compiled a helpful guide to teach newcomers to the subject and refresh the knowledge of seasoned IT professionals. Let’s take a closer look at what this type of agent needs to be the best kind of defense for your organization’s digital health.

A Day in the Life of a Level 1 Support Agent

Level 1 agents have a packed schedule of daily tasks and objectives to ensure the digital security of an organization. Here are the key functions for which they’re responsible:

• Monitoring and reporting security incidents: Level 1 teams monitor real-time alerts using SIEM platforms, all while documenting incidents through ticketing systems. This ensures transparency and traceability.
• Handling basic cybersecurity protocols: Your Level 1 agents actively contribute to a more secure environment by triaging threats, quarantining files, blocking access to unauthorized persons, and enforcing security hygiene practices like password resets and patch verifications.
• Threat escalation and communication: Effective escalation and communication with Level 2 teams and stakeholders are critical for minimizing downtime and risk. By understanding how to leverage the assistance and expertise of higher-level agents, Level 1 teams can maintain a steady and clear flow of ‘traffic’ throughout cybersecurity efforts.

Like any role that deals with a digital environment, it’s important that Level 1 agents have ample access to the correct resources and tools that they need to perform effectively:

• Help Desk Ticketing Systems: ServiceNow, Zendesk, and Freshservice streamline documentation efforts and resolution tracking.
• Endpoint Protection Platforms: SentinelOne, CrowdStrike, Microsoft Defender, and Sophos help to isolate compromised devices and remove malware.
• SIEM Platforms: AdLumin, Splunk, IBM QRadar, and Sumo Logic act on alerts that can help prevent security breaches.
• Email Security Solutions: Proofpoint, Barracuda, and Mimecast address phishing and spam threats that can sneak into inboxes of end users.

Understanding Security Principles

• What it is: A foundational grasp of cybersecurity concepts, including confidentiality, integrity, availability (CIA triad), and common threats like phishing or malware.
• Why it’s important: This knowledge enables Level 1 agents to recognize potential risks, communicate effectively with stakeholders, and take initial steps to mitigate incidents.

Incident Workflow Knowledge

• What it is: Familiarity with the step-by-step process for handling security incidents, from identification and triage to escalation and resolution.
• Why it’s important: Clear understanding of workflows ensures incidents are efficiently managed, reducing response times and preventing bottlenecks in the escalation process.

Tool Proficiency

• What it is: Competence in using ticketing systems, endpoint protection platforms, SIEM tools, and email security solutions to manage and analyze security events.
• Why it’s important: Effective use of these tools allows agents to detect, document, and respond to security threats with precision, minimizing risk to the organization.

Communication Skills

• What it is: The ability to convey complex technical information clearly to both technical teams and non-technical stakeholders.
• Why it’s important: Strong communication ensures incidents are accurately reported, fostering collaboration across teams and maintaining trust with leadership.

Adaptability

• What it is: The capacity to quickly learn new tools, processes, and techniques in a constantly evolving cybersecurity landscape.
• Why it’s important: Cyber threats evolve rapidly, and adaptable agents can pivot strategies to address emerging challenges effectively.

Best Practices: The Source of Power Behind Level 1 Cybersecurity Support

With a sizeable mix of tools, resources and skills needed at any given time, Level 1 agents may seem like they have an overwhelming number of tasks to accomplish. However, that’s where best practices come into play. Consistency is king when it comes to managing the health of your organization’s cybersecurity, which means that standardized processes and protocols are a non-negotiable aspect of maintaining it.

A standardized approach provides a clear roadmap for Level 1 agents, which reduces ambiguity during high-pressure situations. Comprehensive incident response playbooks, including step-by-step procedures for handling phishing attempts, malware detection, and unauthorized access, empower agents to act decisively, and without hesitation.

At Mechdyne, we recommend regularly (i.e. quarterly or yearly) reviewing and updating these protocols to align with the newest emerging threats and industry best practices. Additionally, implementing standardized workflows ensures that incidents are logged, tracked, and resolved systematically, enabling consistent quality of support. By embedding these processes into their operations, Level 1 agents will feel more confident and empowered to make timely decisions that maintain security.

Equipping Level 1 Agents for the Future

To be truly proactive in terms of your cybersecurity approach, it’s imperative that strategic choices are made to anticipate new trends and threats alike.

Increasing Use of AI and Machine Learning

The growing adoption of artificial intelligence (AI) and machine learning (ML) in both offensive and defensive cybersecurity operations is reshaping the landscape. While these technologies enhance the ability to detect and respond to threats in real-time, they also provide cybercriminals with sophisticated tools for automating and amplifying attacks. For example, AI can be used to craft convincing phishing emails, bypass traditional security measures, or exploit vulnerabilities with unprecedented speed and precision.

To futureproof against AI-driven threats, businesses and organizations must integrate AI and ML into their cybersecurity strategies proactively. This includes leveraging AI for threat detection, behavioral analysis, and predictive analytics. Establishing partnerships with cybersecurity vendors that specialize in AI-powered solutions can enhance defenses.

Governance is also critical. Organizations should adopt ethical frameworks for AI usage and regularly audit their systems to ensure compliance with evolving regulations and best practices. By staying ahead of the curve and embracing AI responsibly, businesses can turn potential vulnerabilities into opportunities for stronger security.

Evolving Threat Landscapes

The cybersecurity threat landscape is in a constant state of flux, driven by the increasing digitization of business processes, the rise of IoT devices, and the proliferation of remote work. Emerging threats such as ransomware-as-a-service (RaaS), deepfake technology, and supply chain attacks represent just a fraction of the evolving risks organizations face. These threats exploit weak links in networks and supply chains, often targeting smaller entities to gain access to larger ecosystems.

To counter this trend, organizations need a dynamic approach to risk management. Regular threat assessments and scenario planning can help businesses anticipate potential vulnerabilities and develop sturdy response plans. Investing in threat intelligence platforms that provide real-time updates on emerging risks can also keep defenses agile. Moreover, fostering a culture of cybersecurity awareness across the organization ensures that employees are vigilant against social engineering tactics and other human-centric attack vectors.

Collaboration is another cornerstone of futureproofing. By participating in information-sharing initiatives and industry consortia, businesses can gain insights into emerging threats and best practices. A proactive, collaborative stance not only strengthens individual defenses but also contributes to the resilience of the broader ecosystem.

The Role of Zero Trust Architectures

Zero trust architectures (ZTAs) have emerged as a foundational approach to cybersecurity in an era of increasing complexity and sophistication. Unlike traditional security models that assume trust within the perimeter, ZTAs operate on the principle of “never trust, always verify.” Every user, device, and application are treated as a potential threat until verified through rigorous authentication and continuous monitoring.

Implementing zero trust requires a shift in mindset and architecture. Businesses must start by mapping their digital assets and identifying critical data and workflows. Deploying tools such as multi-factor authentication (MFA), identity and access management (IAM), and micro-segmentation helps enforce granular control over access. Advanced technologies like behavioral analytics and adaptive authentication further strengthen a zero-trust framework by detecting anomalies in real-time.

Futureproofing with ZTA also involves a commitment to continuous improvement. Organizations should regularly evaluate and update their security policies, ensuring they align with evolving threat landscapes. Building a phased implementation plan can help businesses transition to zero trust without disrupting operations. By embracing ZTA, organizations can not only mitigate current risks but also establish a resilient foundation for adapting to future challenges.

The Champions and Promoters of Cybersecurity Measures

Level 1 support teams are uniquely positioned to advocate for cybersecurity within an organization. By educating end-users about best practices, Level 1 agents play a pivotal role in preventing security breaches. Moreover, Level 1 agents can provide actionable feedback on user behaviors and organizational vulnerabilities, enabling tailored awareness campaigns.

Organizations that empower their support staff to promote cybersecurity create a workforce that is collectively invested in safeguarding sensitive data and systems, significantly enhancing overall security posture. So, remember to thank your Level 1 team for all they do, all while empowering them: They are the true champions of a healthy cybersecurity approach.