as, VGA-to-NTSC scan converters, increase the support burden. Technical support becomes an issue only after the first important conference fails. Technicians are generally responsible for site set-up, troubleshooting and diagnostics, ongoing maintenance and upgrades, technical user training, and system fine-tuning. If technicians are local, they usually perform these tasks themselves. If they are remote, they may travel to the site to perform installation and training. Subsequently, they are remotely available to assist moderately-knowledgeable users. Implementing Group-Oriented Systems Job Duties System Technician Field Site Administrator Coordinator Business Case Development & Presentation Trial & Demonstration Management Project Management Installation Coordination Network Installation Equipment Scheduling Public Rooms Scheduling Inter-Company Conference Coordination Usage Tracking & Management Reporting Applications Development Operational Training Graphical Materials Preparation Assistance Reservation Confirmation Multipoints Set-up Equipment Operation Roll-About or Set-Top System Moving & Placement Cost Allocation Supplier Management Trouble Shooting Etiquette Training Procurements (Upgrades) Newsletter Publishing Promotional Other Maintenance Contractor Tracking De-Installs & Re-Installs Migration Path Development Upgrade/Expansion Business Case Development Special Applications Support Figure 14-1. Responsibilities Of Video Communication Support Personnel. Video Communications: The Whole Picture It is useful for a technician to be familiar with voice communications and network operations. Technicians can usually receive training from vendors, but a circuit- switched background is helpful. As video communication migrates to the desktop, the skills required will broaden considerably. With these systems a more in-depth understanding of LAN, particularly IP and Ethernet, technology becomes important. The best time for a technician to develop a troubleshooting and system operation guide is immediately after rec