CastleCops Staff: First Responder

From CastleCopsWiki

Contents 1 Helping Malware Victims 2 Forum Management 3 Teamwork 4 Keeping Current 5 Things to Avoid 6 Remember Always

[edit] Helping Malware Victims

• First & foremost, is being friendly & courteous at all times
• Be patient, concise, and clear with any instructions to those we help
• Keep in mind that some of the 'victims' that you try to help do not know much about -computers and need a clear and complete explanation of what to do
• Run the programs on your own machine you are telling victims to run so you know how to answer their questions should they have problems
• Try and be as consistent as possible with fixes
• When assisting people who request help...advice must be concise and accurate

[edit] Forum Management

• Watch for and stop hijacked threads
• Help keep the unanswered logs thread to a minimum
• Report abuses of the AUP
• Report Dupes and threads that need to be moved or locked
• Stop the help from non-staff members in HJT logs

[edit] Teamwork

• Alert SE's if we feel we found a new varient or infection
• Assist the SE's when they ask us to gather info or files for them
• Share newly acquired knowledge with the rest of the team
• Help all staff members here at CCSP when the ability is there
• Help one another with logs when one gets stuck
• If you feel need to correct helper of mistake PM them, or if real serious one...PM a mod or SE about it with link to thread in question
• Share new knowledge with one another to help with fixes
• When the best of my ability isn't good enough, rely on the best advisors in the world
• Work as a team to get the job done

[edit] Keeping Current

• Keep on learning
• Continually learn more about how spyware invades infected computers
• Keep track of new developments
• Gain an understanding of how the tools we use actually work as best you can
• If you find anything new, research it and try to Find a solution
• Remember Google is our best friend

[edit] Things to Avoid

• Jumping into other helpers' threads (unless asked)
• Letting the victim go away without pointing them to future protection info
• Letting victims wait too long for your next reply
• If you feel need to correct helper of mistake...dont do it in public.

[edit] Remember Always

• Have fun
• Maintain or exceed the expectations set out by the CCSP Vision
• Most of all enjoy the time spent on this site
• Take a break from time to time

This article is part of the CastleCops Staff: Roles and Responsibilities series.

Primary roles Administrator (Admin) | First Responder (1R) | Forum Admin | Host Moderator | Rootkit Expert (ReX) | Rootkit Responder (RR) | Security Expert (SE) | Special Response Team (SRT) | Webmaster

Ancillary roles Mentor | MVP | Phishing Squad | Team AdAware | Team Lead | Trainee | Wiki Sysop

edit this template