Delivering Managed IT Support and Faster Issue Resolution for a Venture Capital Firm
DBB Software runs day-to-day IT support and remote troubleshooting for a Zurich-based venture capital firm, resolving end-user issues faster and giving the firm centralized control over access, devices, and software across its distributed team.
Industry
Finance & Fintech
Service
IT Support
Team
Operations Engineer, System Administrator, Cloud Specialist
Project State
May 2024 - Ongoing
Country
Switzerland
About the Client
Redalpine is a venture capital firm based in Zurich, Switzerland, investing in early-stage startups across sectors such as artificial intelligence, health tech, mobility, and synthetic biology. Founded in 2006, the firm empowers entrepreneurs to build disruptive companies shaping a better future. Beyond financial support, Redalpine offers operational expertise and an international network, helping founders accelerate growth and reach critical milestones.
The Client’s Initial Request
Redalpine engaged DBB Software to take ownership of its day-to-day IT support because a growing, distributed team needed reliable help and consistent control over its tools.
Reliable End-User Support
Provide dependable troubleshooting for staff on Windows 11 Pro and macOS, so issues get resolved without disrupting investment work.
01
Faster Issue Resolution
Reduce the time it takes to acknowledge and close support requests, measured by First Response Time and Average Resolution Time.
02
Centralized Access Control
Bring user accounts, permissions, and multi-factor authentication under central administration to protect sensitive deal and portfolio data.
03
Structured Onboarding and Offboarding
Replace ad-hoc account setup with a repeatable process for provisioning and deactivating accounts, devices, and tools as the team changes.
04
Reduced Tooling Sprawl
Audit the software in use, remove duplicate subscriptions, and document every tool so support no longer depends on a single person's memory.
05
Solutions We Delivered
DBB Software took over IT support as a managed function, then built the device, access, and documentation layers that make support faster and repeatable.
Tiered Support and Remote Troubleshooting
Handling end-user requests across tiers, from routine account and application issues through to deeper system, access, and cloud-configuration problems. Remote troubleshooting covers both Windows 11 Pro and macOS, with JetKVM giving hands-on access to hardware when a problem can't be solved over a standard session. Most issues now resolve at first contact instead of waiting in a queue.
Managed Endpoints and Device Lifecycle
Managing company devices through Apple Business Manager and Hexnode MDM, so every laptop is enrolled, configured, and policy-compliant before it reaches an employee. Centralized device management keeps security settings consistent and lets the team push fixes without touching each machine by hand.
Centralized Access and Identity Control
Consolidated user management onto JumpCloud, a cloud directory that unifies identity, access, and MFA across the firm's applications and devices, with credentials handled through 1Password. JumpCloud became the single source of truth for who has access to what, which closed the gaps that come from per-application account sprawl and made provisioning and deprovisioning a one-place task.
Support Documentation and Runbooks
Audited every application in use, then wrote troubleshooting manuals and runbooks covering each one. The documentation turns recurring issues into self-serve answers and lets any engineer pick up a ticket without escalating to the one person who happened to know the system.
Results Achieved
Tickets Close Faster
First Response Time and Average Resolution Time both dropped after support moved to a tiered model with documented procedures, so staff spend less time blocked on IT issues.
Security Is Centrally Visible
MFA-backed access across business tools gave the firm one place to see and control permissions, replacing the blind spots of scattered per-app accounts.
Answers Without Waiting on an Expert
Runbooks and tool documentation cut the dependency on individual knowledge, so the team resolves recurring issues without escalating every time.
New Hires Work on Day One
A new employee now receives a laptop with every application and MFA login already in place, and starts contributing immediately instead of waiting on setup.
Empower Your Team with Reliable IT Support
We took over IT support for Redalpine, cut resolution times, and gave the firm central control over access and devices. Let's do the same for your team.
Contact Us
"Most of our work starts with a 30-minute call where someone describes a product they're trying to ship and one part of the engineering picture they can't get around.
If that's where you are, let's set one up; I'll tell you straight whether we're the right fit.”
Mina Morkos
Business Development Manager
Want a similar outcome for your team?
Ask our AI assistant — it can pull related case studies, talk through the approach, and put you in touch with the team if you want a deeper conversation.
