Field service technicians for IPTV require a mixture of
electronics and information technology skills. The customer and IPTV service
provider are interested in improving a quality of experience (QoE) that includes
frozen screens, pixilation, and audio synchronizations. Technicians must deal
with a mixture of hard to discover soft challenges (not full failures) that can
be caused by poorly designed systems, incompatible devices, constantly changing
software revisions and end-user equipment. To be an effective IPTV technician,
it is almost essential to understand both electronics (physical access) and
information technology (data networks and software services).
Technicians must understand the basics of access systems.
The connection from the IPTV service provider can utilize several access types,
including DSL, optical, RF (cable TV), wired data (Ethernet WAN) and wireless.
The connection can be influenced by line conditions, such as the quality of the
cable or connectors used, or back-end interconnections, such as access network
congestion. The signal levels, such as RF or optical power, and the line
condition (spectral profile) can be influential on the reliability of a
connection.
Technicians must also understand home networks, which may be
a mixture of data cable (Ethernet), powerline (HomePlug), coax (MoCA), wireless
(802.11) and fiber (plastic LED fiber). The devices that customers connect to
these networks can dramatically influence performance levels. Technicians need
to understand how these types of home networks operate, and adapt to changing
conditions. For example, the throughput of data connections over powerlines can
be influenced by electrical noise from motors.
Technicians must also contend with new devices, technologies
and services, such as Smart TVs, which utilize applications much like smart
phones. These TVs may be connected to other devices, such as gaming consoles,
and technicians must have the ability to troubleshoot these smart accessories. Another
example is the connection of microphones to STBs for Karaoke, which is popular
in China.
An Effective IPTV Technician Understands both Electronics
and Information Technology
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